Field Service Coordinator

Ensuring Chart s Success

Howden, a Chart Industries company is a global engineering business focusing on providing clients with industrial products that help multiple sectors improve their everyday processes. Howden s core focus is on providing quality solutions for air and gas handling, and have over a century of experience in doing so.

The Field Service Coordinator will provide assistance with quoting, entering orders, providing invoice backup and supporting Field Service Supervisors through expense and timesheet collection and analysis. The position is also responsible for the collection, analysis and reporting of key data, the improvement of sales processes and systems resulting in enhanced efficiency.

Main purpose of job

1. This position supports Field Service in the Howden North America (HNA) organization.

2. The primary purpose includes the support of Field Service through quoting, entering orders, providing invoice backup and supporting Field Service Supervisors through expense and timesheet collection and analysis. The position is also responsible for the collection, analysis and reporting of key data, the improvement of sales processes & systems resulting in enhanced efficiency.

What Your Day-to-Day Activities Will Be

Accountabilities

• Obtain information from Field Service Supervisors in order to quote projects on time and within established guidelines.

• Once the quotes become orders, prepare the handover packages as well as perform the role of project manager by entering and managing projects within the ERP system, as described by the approved processes.

• Work collaboratively with staff to ensure compliance with Project Plans, Objectives and tasks such as administration of ongoing field service projects, including review and approval of weekly time sheets, expenses and service reports.

• Prepare project folders for uploading to EDS (electronic data storage)

• Work closely with Sales and other parts of the organization to communicate all news alerts, technical bulletins, and announcements to the field employees.

• Timely closeout of completed projects to ensure invoicing and project closure by verifying expenses, maintaining files with receipts received from each technician, and forwarding for approval and payment so that customers can be billed correctly and technicians can be reimbursed for their business related expenses.

• Work closely with Manager of Department and other departmental staff to support the organization. That involves collecting, analyzing, and reporting data, including KPI s, budgets, program and project plan implementation, etc.

• Support the development of a reporting system to hold staff and others accountable for agreed upon KPI s. Collect, analyze and report the data.

• In conjunction with direction from Manager, coordinate and schedule the Field Service summer conference, including logistics and communications.

• Supply Field Service staff members with required uniforms and safety equipment, ensuring they have what is required to represent Howden in a safe, professional manner when in the field.

• Maintain and input all necessary data using the CRM system and generate requested reports

• Works with IT function, sales team and marketing to ensure consistency, completeness and integrity in data reporting while utilizing digitalized metrics and dashboards.

• Create and implement complex analyses and comparative analytical reports and presentations.

• Assist the group in developing standard processes involving all stakeholders.

Dimensions

• Timely creation, collection, input, analysis and reporting of required data

• Support provided to your customers, Field Service Supervisors and Technicians.

• Support provided to Manager of the Field Service department

• Maintain a Dashboard showing relevant statistics

Complexity and creativity

• Ability to influence peers in following existing processes in order to meet commitments

• Ability to identify challenges and utilize CBS tools for continuous improvement

Judgement and decisions

• Demonstrate the ability to effectively navigate within a large organization and to approach and utilize the appropriate resources in order to meet customer expectations.

• Ability to provide outstanding customer service meanwhile performing in full compliance with established policies and procedures

Your Education Should Be

• Bachelor s Degree in related field, or equivalent related work experience

• 2 years of relevant business background including sales support, customer service and/or marketing

• Proficient in Microsoft Office Products Word, PowerPoint, Outlook, etc.

• Expert in use of Excel advanced tools

• Proficient in use of technology tools such as WebEx, CRM, ERP, NPS, etc.

Your Physical Work Environment Will Require

• Consistent sitting, standing, stooping, bending and moving based on desk work office environment

• Majority of time on computer, with typing skills and consistent screen time

Your Professional Experience Should Be

Essential skills, knowledge & behaviours

• Ability to create and maintain working relationships with customers, reps and internal customers

• High ethical standards; integrity is continuously apparent

• Statistical analysis/analytical skills/experience

• Experience in internet research

• Ability to organize and manage multiple projects simultaneously

• Strong interpersonal skills active listener, clear and concise communicator (both oral and written)

• Collaboration and partnership skills

• Comfortable and effective working in the virtual world

Desirable skills, knowledge & behaviours

• An understanding of the specific needs of the department and the handling and support of remote employees.

Chart is an equal opportunity employer