Technical Support

Customer Support Coordinator

Date
05 November 2020
Location
Pompano Beach, FL USA
Company Description

Intellian Technologies

Intellian is a leading global provider of stabilized satellite antenna systems. Built upon our patented RF, stabilization and tracking technologies, our products support a wide range of industries, including Commercial Maritime, Offshore Energy, Defense & Intelligence and Luxury Yachting. Our comprehensive range of antenna systems includes Satellite TV, VSAT, Global Xpress, FleetBroadband and Iridium Certus solutions.

Job Position

Customer Support Coordinator

Job Type

Full Time

Prime Purpose

The Customer Support Coordinator is responsible for the day-to-day operational management of our Pompano Beach, FL facility and organizing technical service dispatch.

Responsibilities includes but are not limited to; answering the phone and emails promptly, assigning engineers and contractors to service jobs, updating customers on service appointments, managing work order data in Salesforce, inventory control, logistics, billing/invoicing, handling facility maintenance issues, providing administrative support as needed and working closely with colleagues in the Pompano Beach, FL and Irvine, CA facilities.

This role requires the person to oversee and ensure smooth and efficient daily operations and should be highly organized and thrive under pressure.

Responsibilities

TS Coordination 

  • Booking travel and accommodation for Americas technical support staff.
  • Ensuring all work orders are accurate and fully completed then passed to the TS manager for approval.
  • Arranging access to a port or vessel and ensuring engineers are equipped with all access requirements and documentation.
  • Ensuring required spares are dispatched to meet onboard schedule.
  • Liaising with the customer and/or onsite crew for all attendance stages.
  • Reporting to coordination team members in EMEA and APAC regions.
  • Ensuring on-time engineer dispatch.
  • Invoicing of TS activities where applicable and relaying this information to Finance and Operations teams.
  • Updating open work orders at minimum every 48 hours.
  • Liaising with subcontractors and third party coordinators.
  • Maintaining a low call back and/or missing attendance record (Under 2%).
  • Collating service costs for invoicing and/or analysis.
  • Ensuring work orders are done in the most cost-effective way.
  • Efficient utilization of engineers by location.
  • Day-to-day engineer communication.
  • Resource allocation and planning.

Inventory Management

  • Be primary sales operations contact for the morning hours before our California office comes online.
  • Stocktaking and end to end management of inventory in Florida warehouse.
  • Working with operations to record TS inventory in Irvine, CA warehouse.
  • Weekly reporting to HQ (South Korea) TS planning team of current inventories.
  • Maintaining minimum TS stock levels at Intellian Americas locations & service partners.
  • Recording of dispatched TS hardware/spares.
  • Reorder & replenishment of TS spares.
  • Liaising with service partners and obtaining TS spares or consignments stock levels.
  • Managing parts to RMA, whether to Irvine, CA or HQ (South Korea).
  • Ensuring marketing inventory is secure and separated from Sales & TS stock.
  • Ensuring company assets are recorded correctly with finance team.
  • Receiving of goods into Florida warehouse, including placing into inventory system.
  • Management of shipments through various online shipping tools (UPS, DHL, USPS, etc.).
  • Completing and providing RMA forms with stock returns or inventory adjustments.
  • Ensuring that proper required paperwork is in place for shipping, such as PO, Commercial invoice and packing slips.
  • Completion of SAP goods receive, issue and other stock movements.
  • Communicating regularly with Operations team to ensure inventory adjustments are recorded in real-time.
  • Ensuring stock does not leave without correct paperwork/authorization.
  • Pallet truck and fork lift truck operation (training provided).
  • Order picking, packing and shipping of goods to customers, dealers and service partners.
  • Assisting the local sales team with any potential requirements from the Florida warehouse.
  • Completing stock transfer paperwork.
  • Maintaining Florida warehouse inventory reports.
  • Daily handover/catchup with Sales Operations in Irvine, CA when they come online.
  • Supporting TS manager with Florida office and warehouse management. 

Administration

  • Maintaining Americas TS inventory reports.
  • Ensuring all approvals are obtained before dispatching any item.
  • Inputting of information into Salesforce.
  • Vetting of service partner/contractor invoices before passing on the TS manager & Finance.
  • Assisting with inquiries from both phone, email and walk-in customers.
  • Working with Irvine, CA office for “Will call” or dispatch of sales from Pompano Beach, FL.
  • Maintaining a clean, tidy and safe working environment.
  • Maintaining and recording general stationery, shipping and office supplies.
  • Restocking/ordering of office refreshments and sundries.
  • Ordering of catered lunches for training classes and functions.
  • Assignment of office keys and alarm codes.
  • Liaising with office contractors, cleaners and supply companies.
Qualifications
  • Bachelor's degree in Business Administration.
  • Experience in office management or an administrative role.
  • Experience dispatching field engineers.
  • Experience with project management.
  • Excellent communication and people skills.
  • Excellent organizational and time management skills.
  • Ability to multitask and prioritize.
  • Multi Language is a plus.
  • SAP and Salesforce experience is a plus.
How to Apply

Please send your resume with a cover letter to recruitment@intelliantech.com