Service Coordinator

The Service coordinator will facilitate the movement of iNet, rental and
customer owned instruments and Spare parts through the various Service
processes ranging from receiving for repair to re-deployment in the field.
This will involve performing multiple job functions optimally, including
receiving, inventory control, material handling, shipping, resolving real-time
delivery issues. At Industrial Scientific, we are committed to ending
workplace deaths by ‎2050. This position presents the unique opportunity to
take a leadership role in this mission. We'll help you build meaningful
relationships across the company - we're passionate about employee empowerment
and enrichment opportunities! Ready to join our team?

Responsibilities and Expectations:
Mentorship

Ensure that all operations and activities align with ISC policies and
government regulations

Develop, coach and mentor with other members to ensure training and
proficiency requirements are met

Coordination

Review and make decisions in conjunction with the service team members and
Partner(s).

Work closely with the team to streamline operations and provide outstanding
customer service to Authorized Service Centers

Perform basic job duties as the need arises in receiving and sending shipments
on daily basis

Maintain documentation and records on Warranty claims, Inventory, Shipments -
VDM

Order, Receive and Issue Spare Parts to Authorized Service Centers and review
warranty claims as per ISC warranty Policies

Receive & Dispatch of Shipments including Packing, Documentation and
Unpacking

Technical Expertise

Triage of equipment on the dock as received by various carriers

Proper recycling of packaging materials

Safe handling and storage of gas cylinders

Processing of Warranty, iNet and rental equipment return shipments

Proper application of FIFO and storage of iNet and Rental pool instruments

Processing of iNet/warranty abuse equipment cases

Pick and process customer orders

RMA processing. Follow up with Forwarders, expedite shipments

Movement of repaired equipment from final charging rack for shipping pickup

Accurate entry of customer information into Oracle, Salesforce or iNet
control/admin, including the processing of customer owned assets and rental
equipment returns and related processes within Oracle

Resolve customer concerns related to system or process failure

Communicate issues as required to the customer by phone or email on shipping
status

Work warehouse bin replenishment for spares and gas cylinders

Inventory cycle counting and resolution of discrepancies

All other duties as assigned including shipping assistance and material
handling

Process Improvement

Supervise to ensure all policies, procedures and standards are being followed

Lead in development, update, review and promotion Logistics SOP’s (Standard
Operating Procedures) and documentation. We're not only seeking process
champions but process improvers.

Communicate process or product issues as vital with Service Team Leaders

Proactively seek continuous improvement of Logistics Department processes
(Kaizen), providing continual evaluation of the team’s processes/methods and
enacting change as required to assure the most effective use of resources and
equipment

Participate in departmental daily performance reporting

Maintain a clean, safe, and functional work area (5S)

QUALIFICATIONS REQUIRED (Non-Negotiable):
Technical

Bachelor’s Degree or equivalent experience

Expert computer and typing skills

Experience in manufacturing, assembly or repair/service environments

Proven capability to work independently on multiple sophisticated projects
requiring judgement to resolve problems

Non-Technical

Commitment to safe work practice

Ability to plan and schedule work

Excellent communication skills in English, both verbal and written, with
internal and external collaborators

Very organized and capable of performing multiple tasks simultaneously

Strong interpersonal skills by being a positive role model who exhibits
integrity, ethics and professionalism

Superior attention to detail and willingness to take ownership of projects and
tasks

We're seeking candidates who are fuelled by an unbridled desire to provide
exceptional customer service!

Inventory management experience

QUALIFICATIONS PREFERRED (Negotiable):
Knowledge of ISC Support Systems (Oracle, JIRA, Service Desk, iNet Systems,
Salesforce, Windchill, DSSAC)

High degree of proficiency with MS Office Applications (Word, Excel, Outlook)

Kanban knowledge

Equal Opportunity Employer

Nothing in this job description restricts management’s right to assign or
reassign duties and responsibilities to this position at any time, with or
without notice.

PHYSICAL DEMANDS:
Note: The physical demands described herein are representative of those
that must be met by an employee to successfully perform the essential
functions of this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may be required to sit
or stand for extended periods of time, reach with hands and arms, walk, talk,
and actively listen. The employee may be required to regularly use hands and
digits to handle or feel work material. The employee may be required to
frequently lift or carry up to ‎20 lbs. and on occasion, be required to lift or
carry up to ‎50 lbs. The employee may be required to frequently ascend/descend
stairs/steps, especially at field locations. The employee must be able to
use/wear applicable personal protective equipment which may include but is not
limited to safety-toed foot wear (with ankle height support), back support
belt, hearing protection, and safety eye-wear with side shields. Fortive is a
diversified industrial growth company comprised of Professional
Instrumentation and Industrial Technologies businesses that are recognized
leaders in attractive markets. With ‎2017 revenues of $‎6.7 billion, Fortive’s
well-known brands hold leading positions in field instrumentation,
transportation, sensing, product realization, automation and specialty, and
franchise distribution.

Fortive is headquartered in Everett, Washington and employs a team of more
than ‎26,000 research and development, manufacturing, sales, distribution,
service and administrative employees in more than ‎50 countries around the
world. Our team grows by tackling challenges that accelerate progress and
further their careers. With a culture rooted in continuous improvement, the
core of our company’s operating model is the Fortive Business System. For more
information please visit: www.fortive.com . The people at Industrial
Scientific are committed to ending death on the job by the year ‎2050, and we
need more help. We hire smart, motivated people, give them world-class tools
in a supportive environment, and we let them do their job. Our team is highly
engaged, creates quality solutions and delivers outstanding customer service.
Our leaders understand the critical elements of breakthrough performance:
bringing out the best in people; creating a climate of trust, openness and
high performance; fostering candor; and treating people fairly and with
dignity.