Coordinator, Field Service

Overview

Pactiv Evergreen is now a part of Novolex. Novolex is a leading manufacturer of food, beverage, and specialty packaging that supports multiple industries, including foodservice, restaurant delivery and carryout, food processing, grocery and retail, and industrial sectors. Our innovative product portfolio is designed to meet the diverse needs of businesses worldwide and the millions of customers they serve. Through continuous investment in research and development, we are committed to engineering more sustainable choices for the future. Our extensive manufacturing network spans North America and Europe, including two world-class plastic film recycling centers. Discover more about Novolex, our 20,000+ family members and our commitment to innovation and sustainability at www.novolex.com.

130 miles east of Des Moines, and 230 miles west of Chicago, Cedar Rapids is a city in eastern Iowa. The Cedar Rapids Museum of Art includes many works by native Iowan painter Grant Wood. Brucemore is an estate with acres of gardens and an 1880s mansion, which houses local history displays. Nearby, Bever Park has an ice rink, a pool and farm animals. The National Czech and Slovak Museum and Library offers exhibits on the history and culture of 19th-century immigrants.

Pactiv Evergreen Equipment is located in the city of Cedar Rapids, Iowa, with close proximity to Chicago. Initially begun in 1880 to service the dairy industry, EPE now manufactures gable-top carton filling machines, making Evergreen Packaging a fully vertically integrated carton provider for its customers. EPE has 170 team members and now has 1300 installed machines in over 50 countries.

Pactiv Evergreen is committed to a diverse and inclusive workforce.  Pactiv Evergreen is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, sex (including pregnancy), sexual orientation, religion, creed, age national origin, physical or mental disability, genetic information, gender identity and/or expression, marital status, veteran status or other characteristics or statuses protected by law.  For individuals with disabilities who would like to request an accommodation, please call (847) 482-4320 or email [email protected].

All information will be kept confidential according to EEO guidelines and applicable laws.

Our Social Responsibility platform features a robust, employee-led Give Back program, which includes a matching gifts plan, community grants initiative, and our annual Company-wide Month of Action campaign. With each of these initiatives, our employees are empowered and equipped to give back to their communities and support the non-profits important to them and their families. Through our Give Back program, we own our commitment to Social Responsibility and live our purpose of Packaging a Better Future.

Responsibilities

This position has the primary responsibility of scheduling and coordinating the work tasks and activities of 35+ equipment service technicians primarily in North America. Customers typically operate their equipment two to three shifts a day and are packaging a perishable product, which makes some our service technicians are at times “on-call 24 hours a day & seven days per week”. This position is responsible for supporting these requirements as needed.

Key Challenges:

• North American / Domestic Market: The market is very competitive, and customer satisfaction must be first on everyone’s mind if we expect to maintain our lead position in this market. We must be able to always respond timely to the customers’ needs and requirements. It will be a challenge to provide all the necessary training for our service technicians to ensure they remain knowledgeable and provide the best service possible. It is an ongoing challenge to find and hire the people we need for the field service team, to be able to meet the ever-growing demand of our services & training.

· International Market: Ensure that the needs of our external global machinery customers are handled to maximize customer satisfaction. Responsible for receiving and timely responding to customers, distributors and other internal sales team requests for service. Responsible for dispatching service technicians worldwide and directing the activities of service staff, in coordination with Regional Technical Service Team Leaders.

· Emergencies & Service Resources Management: Ensure a high level of service availability to our customers and provide after-hours emergency response, when needed.

· Service Work Orders Management: Process all SWO’s including billings, installation, sales and warranty invoices to ensure timely reconciliation for monthly reporting.

Scope:

· Directing, scheduling and coordinating the work tasks and activities of up to 35+ service technicians primarily in North America, in collaboration with Regional Technical Service Team Leaders, to maximize efficient utilization of the available resources.

· Directs technicians to ensure they schedule visits to maintain on-time completions by agreements or commitments with assigned customers.

· Central liaison for coordinating and disseminating information to the regional team leaders and equipment sales team.

· Excellent communications with external and internal customers.

· Processing all SWOs on time, including collecting POs from customers, to meet monthly sales targets.

· Efficiency of this role has a direct impact on up to $10 MM in annual service revenue.

· Backup role for Administrator Field Service.

Qualifications

Knowledge and Experience:

• High School Graduate

• 5-7 years’ customer telephone support with scheduler/dispatcher experience.

• Microsoft Office (Word, Excel & PowerPoint) experience.

• Fluent in both written and spoken English.

• Must have demonstrated ability to handle customer complaints and conflicting schedule situations & take the necessary corrective actions and/or make decisions in a manner that assures customer satisfaction.

• Must be able to develop excellent working relationships and understanding of the service technicians and Regional Technical Service Team Leaders (managing frustrations, conflicts, stress, etc.).

• Must demonstrate excellent people skills, along with strong verbal and written communication skills.

• Must possess good organizational and leadership skills.

• Must be a team player and able to interface with all levels of internal and external customers worldwide.

Desirable:

• Bachelor’s degree in business or related field

• Microsoft Dynamics 365 Software experience.

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