This site uses cookies. To find out more, see our Cookies Policy

Service Coordinator in Hatfield, PA at ITW Test & Measurement and Equipment

Date Posted: 4/26/2019

Job Snapshot

Job Description

Brooks Instrument is an industry leader in flow measurement and flow control products for critical applications, and a division of ITW (A Fortune 150 Company) is seeking candidates for a Service Coordinator.   This highly visible position will be based out of our headquarters facility in Hatfield, PA (Suburban Philadelphia).  In addition to our Hatfield, PA facility, Brooks maintains manufacturing locations in, Hungary, France and Japan. The Company maintains sales offices throughout the world and its products are used in laboratory and process applications in end markets such as: life sciences, chemicals, semiconductor, analytical instruments, nuclear, and solar cells.

Basic Function

Act as primary contact for customers and sales representatives for product return and repair, service, and problem resolution.

Essential Duties and Responsibilities

  • Communicate effectively with customers and sales representatives using phone, fax, voice mail, email, and other tools to fully understand customer’s application(s).
  • Prepare quotations for repairs; issue Return Material Authorizations (RMA); prepare order information (verifying Purchase Order information to RMA information) for entry; establish special issues to engineering and quality control and expedite open repair orders.
  • Processing Credit return, Warranty Replacement Orders, Credit Card information and adding new customer accounts or addresses to the systems in preparation for order processing.
  • Establish if returned goods are repairable; determine feasibility of repair versus new equipment; and advises customer or sales representative of findings.
  • Assist customers and Sales Representatives with any complaint, using the formal customer complaint process when appropriate
  • Schedule work load for service and repair technicians; maintain inventory levels; and order special parts required.
  • Preparing for and participating in daily GEMBA meetings.
  • Ability to size equipment to meet customer specifications.
  • Keep current with technological and competitive developments and customer portal sites.
  • Participate in root cause analysis when order discrepancies take place
  • Provide first level support for Brooks’ customers and representatives.
  • Regular attendance and the ability to follow all safety procedures.
  • Ability to work closely with others in a team environment.
  • Support company continual improvement initiatives.
  • Other duties as assigned.

Education and Experience

  • Associates degree in Technology or Technical Field, or minimum 2 years’ experience with industrial measurement and control preferred.
  • Knowledge of Microsoft Windows, Excel, Word and MAPICS a plus.
  • Minimum 1-2 years’ experience with specification and/or quotation of industrial instrumentation or similar portable experience in a customer service role preferred.
Knowledge, Skills and Abilities
  • Excellent demonstrated customer service skills with the ability to maintain positive relationships through problem resolution.
  • Ability to work independently with minimal supervision.
  • Ability to get along with others in a team environment.
  • Ability to multi-task and engage with multiple customers simultaneously while interacting with other internal departments.
  • Ability to follow all safety procedures.

Our employees enjoy competitive, merit-based salary plus excellent benefits including:

  • Health and dental insurance
  • Company Paid Life Insurance / Short and Long Term Disability
  • 401K plan with generous company match
  • Vacation, personal days and holidays
  • Continuing education reimbursement program
  • Flexible spending accounts 

The opportunity to join a well established (70 + years in business) yet dynamically changing organization that works together as a team to meet the challenges of satisfying customers’ needs and managing rapid growth to better compete in a global marketplace.

ITW Company Overview
ITW was built on innovation and the strength of new ideas. These values have helped us expand into multiple platforms in nearly 60 countries. But at each of our businesses, the independent entrepreneurial spirit and freedom to innovate remain strong. It’s the highly talented people at ITW businesses all over the world who drive our success through new products and customer driven solutions. Together, we are ITW—a Fortune 150 company that has prospered for 100 years, and changed the way people live and work, all over the world.