Coordinator, Administrative Support
Brother USA

Job Info

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Let's Grow Together

Our mission is to live our "at your side" promise and simplify and enrich the lives of our customers, employees, and communities. "At your side" is more than a slogan to us; it's the purpose we do our best to fulfill every day. With a legacy spanning over a century, this is a great place to launch or expand any career and push the boundaries of what comes next. We're committed to achieving shared success, and we provide opportunities for you to develop through experience, exposure and education. Our people have always leveraged their unique perspectives to keep us on the right track for a lasting future. If you want to innovate, learn, and grow with a global leader that builds products, services, and a company people love, then we'll be "at your side" every step of the way.

The Coordinator, Technical Support provides support to the Application Technicians for GT Garment
Printers, Embroidery Machines and Industrial Sewing Machines. This position schedules all Technical Service personnel including 3rd party contractors for installs, service work and phone support. This role assists in processing 3rd party payments via purchase orders, work orders and requisitions. This position also maintains statistical reports that include items that go back to the factory and the management team, including maintaining the records for service activity. This role also assists with maintaining the budget related to 3rd party contractor use and enters orders into SAP to be processed and provide updated information to reports and service items.

Duties and Responsibilities

Scheduling

• Schedule 3rd Party and Brother Technicians on service calls for customers which include installation, courtesy, warranty, preventative maintenance phone support, and non-warranty calls
• Coordinate with service technicians, customers, and the service manager on dates and times for new installs and service calls including dealers, distributors, and service companies
• Route installs and field support warranty calls to the third party service company using the web based form
• Monitor equipment shipments and orders to keep abreast of new installs and send information to customer as well as the technician, and distributors
• Communicate to customer and service personnel shipment dates and follow up for install dates as required.
• Send install information to Brother Leasing weekly
• Schedule personnel on phone support to ensure customer's questions and issues are handled quickly
• Maintain scheduling calendar to keep everyone abreast of happenings and to ensure phone support is covered
• Schedule senior level technicians for assistance with level 2 and 3 issues that may come in from dealers, customer emails or phone calls

Data Monitoring, Entry, and Reporting

• Monitor the email and phone calls to ensure all customers are handled in a timely manner
• Maintain an online calendar to enter/assign all items to the appropriate staff that are assigned to work that day. and plan out this calendar two weeks in advance and make any changes that come reflect immediately once the change is known about
• Enter data into the master installation spreadsheets as the information comes in for ease of tracking for Leasing and service companies
• Update and enter the installations into OSVC, the install-scheduling spreadsheet, and the master install form post installation completion
• Enter planned orders into SAP for Brother field service work and warranty service only as needed for special access or request items
• Maintain the spreadsheet of the service activity each month and maintain the service call records for each dispatch.
• Maintain reports based off service activity for management to review.
• Gathering the data from multiple locations, sorting, filtering, distributing, and entering into specific combined reports
• Manage and complete all other assigned reports within the timeline that is presented when the report is assigned

Work Order and Payment Coordination

• Process work order requests, purchase orders, requisitions' and invoices
• Enter requisitions and purchase orders in SAP for items that the service staff require in order to complete tasks
• Submit invoices for services Brother renders on behalf of the parties the service is being performed for within the guidelines of agreements that have been established
• Generate work orders for service in required systems (ex. OSVC and Service Channel) for tracking and bill back purposes
• Track service thru work orders and pay ensure 3rd party techs/vendors are paid on time

Technical Knowledge

• Maintain familiarity with current machine platforms that are sold for the GT product including basic maintenance and parts knowledge
• Maintain familiarity with the parts from a basic standpoint of what part would go with each machine (ex. SA=GT541/ 80 - Schulze)
• Stay current on the forms that are used for each type of service situation as well how they should be filled out
• Use the processes surrounding warranty from claim submittal to ensure proper information is being filled out to filing a report and claim back to the factory working with Parts to get items back to the factory\

Qualifications

• High School Diploma (or G.E.D.) General Education/Associate's Degree Business or related field
• Minimum 3 years Experience in an administrative role dealing with repair work or technical work dispatching service calls
• Minimum 4 years Customer relationship experience contacting customers via email and telephone on a regular basis in a sales or service organization
• Minimum 1 year Experience preparing invoices for customer and vendor accounts
• MS Office Suite (Outlook, Excel, PowerPoint, Word) Intermediate
• SAP Purchasing module
• Knowledge of scheduling and customer service, including telephone inbound and outbound
• Knowledge of purchase order generation, invoicing and payment requisitions
• Ability to keep track of information as it is relayed and distribute to the proper parties involved requiring some multi-tasking ability
• Ability to make sure all reports are submitted on time and ensuring all data is accurate
• Ability to make sound business decisions by understanding which technician to send on the job based on the customer need and making the decision to send them
• Ability to challenge customer situations that seem questionable and involve management
• Knowledge to handle service issues that may come up and make the decision to fix the issue by working with customer, technicians and shipping companies

Brother International Corporation has earned its reputation as a premier provider of home office and business products, home appliances for the sewing and crafting enthusiast as well as industrial solutions that revolutionize the way we live and work. Brother International Corporation is a wholly-owned subsidiary of Brother Industries Ltd. With worldwide sales exceeding $6 billion, this global manufacturer was started more than 100 years ago. Bridgewater, New Jersey is the corporate headquarters for Brother in the Americas. It has fully integrated sales, marketing services, manufacturing, research and development capabilities located in the U.S. In addition to its headquarters, Brother has facilities in California, Illinois and Tennessee, as well as subsidiaries in Canada, Brazil, Chile, Argentina, Peru and Mexico. For more information, visit www.brother.com.

Brother International Corporation ("Brother") is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws. If you require any physical or other assistance in completing this application, a reasonable accommodation will be made upon request.

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