Lead Field Service Support Specialist
Boulder, CO, United States
Company Description
Veolia Water Technologies & Solutions (VWTS) is a worldwide leader in water recovery, treatment, and reuse. We design, supply, and service a range of water systems and monitoring equipment in industries ranging from pharmaceutical to food and beverage applications, and from microelectronics ultrapure water to municipal water and industrial wastewater treatment. We are one of the world's leading manufacturers of total organic carbon (TOC) analyzers and corresponding certified reference materials. Our ground-breaking endotoxin analyzer is the latest addition to our expanding analytical instruments portfolio. We strive to provide not only superior technology and design, but also outstanding quality, service, and application support.
Job Description
The Lead Support Specialist - Field Service Operations will provide support and various administrative duties for the Aftermarket field service team, as well as maintenance of the departments various systems. Support will include; processing of customers on-site service agreements, purchase orders, work order creation, billing of services, service quotes, input of data into our CRM & ERP systems, and support of general field service operations and customer support. The position will provide administrative support directly to customers, Field Service Engineers, Field Service Managers, in addition to the Sales and Factory Service teams as required from time to time. Additionally, this position will assist the Service Team with business process improvements, business analysis reporting and the support of various department systems.
This position is a hybrid position and will require working from the Boulder, CO office with the ability to also work remotely as appropriate and as scheduled.
Key Characteristics
We are looking for a person who is self-directed, is attentive to details, is client focused, able to manage a dynamic work environment and capable of balancing daily and weekly administrative priorities. An ideal candidate would be comfortable and proficient with software applications related to customer management and business management systems, as well as a succinct and efficient communicator. We are looking for a candidate that is technically competent and has work experience in customer support, sales support, and maintenance of customer & sales account information.
Duties & Responsibilities
* Lead and contribute to Business Analysis & Business Process Improvement Projects
* Participate in strategic planning related to service operations and process improvements (Continuous Improvement)
* Provide process and systems guidance and troubleshooting support to the Field Service Operations team
* Process Purchase Orders for services - work orders, contracts, invoicing
* Support & coordinate service orders for Field Service Technicians
* General support of Field Service Technicians, Field Service Managers and Sales
* Manage customer inquiries and billing & contract issues (Direct and Indirect).
* Quoting & Re-quoting of Services
* Pursue delinquent repair Purchase Orders
* Provide subject matter expertise and guidance on Salesforce (CRM) system configuration, reporting and SAP integration.
* Support Month End closure activities
* Process Credit Card transactions for services
* Input, reporting and data updates in Salesforce (CRM)
* Collaborate with cross-functional teams to identify, resolve and optimize complex customer and process issues
* Ensure compliance with all aspects of on the job safety and with all Veolia policies and
* procedures
Knowledge, Skills & Abilities
* Salesforce (CRM) administrative or SuperUser experience
* Strong written and verbal communication skills
* Business Process Development
* Support software development, testing, and implementation
* SAP Order Processing abilities and experience
* Organizational Skills / Attention to Details / Compliant to Process
* Computer proficiency with Google Workstation or similar office applications
* Customer Support and Customer Interaction skills & experience
* Self-directed / Manage multiple responsibilities
* Good listening and problem solving skills
* Collaborative
* Knowledge of Field Service Operations and/or Warehouse Operations
* Knowledge of Sales/Fulfillment Operations
* Ability to make good business decisions based on risk-reward analysis and business objectives
* Ability to learn applicable company procedures within a reasonable time from start of
* employment
Qualifications
Required:
* Associate's Degree in Accounting, Business Administration, Science, or similar discipline; or equivalent education, with at least 2 years of work experience in administrative support, warehouse support, sales support, or customer service
* High School Diploma or equivalent education, with at least 4 years of work experience in administrative support, warehouse support, sales support, or customer service
Preferred:
* Bachelor's Degree in Accounting, Business Administration, Communications, Science, or
* similar discipline
* 2 years of work experience in SAP (ERP) and Salesforce (CRM) or similar systems
Additional Information
Working Environment and Physical Demands
The working environment and physical demands described here, as well as the essential functions and responsibilities noted above, 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.
* Use of a laptop and mobile systems is essential for job tasks.
* Physical activities may include reaching with hands and arms both below and above shoulder height, standing, sitting, stooping, kneeling, and crouching.
* Effective communication through talking and hearing is required to perform the duties of this role.
Veolia Water Technologies & Solutions (VWTS) is a worldwide leader in water recovery, treatment, and reuse. We design, supply, and service a range of water systems and monitoring equipment in industries ranging from pharmaceutical to food and beverage applications, and from microelectronics ultrapure water to municipal water and industrial wastewater treatment. We are one of the world's leading manufacturers of total organic carbon (TOC) analyzers and corresponding certified reference materials. Our ground-breaking endotoxin analyzer is the latest addition to our expanding analytical instruments portfolio. We strive to provide not only superior technology and design, but also outstanding quality, service, and application support. Please click here to learn more about our Analytical Instruments business.
Why You'll Love Working Here!
* In diversity lies strength - We strive to be a workplace that is inclusive and empowers people to contribute their best
* Recognition and rewards for your hard work and achievements
* Opportunity for new challenges - We are growing and love to promote from within
* An excellent leadership team and a collaborative culture that values innovation
* At all levels of the organization, we recognize talent and want to help you build your sustainable career!
At Veolia, we realize diverse teams make smarter decisions, deliver better results, and build stronger communities. We're an organization that champions diversity and inclusion at every rung of the ladder and are proud to be an equal opportunity workplace. Because our people are our greatest assets, we also offer competitive compensation and benefits that include:
* Compensation - The salary range is tied to the market for similarly benchmarked roles. The range is not an absolute, but a guide, and offers will be based on the individual candidate's knowledge, skills, experience, and market conditions, as well as internal peer equity. Depending upon all the preceding considerations for the final selected individual candidate, the offer may be lower or higher than the stated range: $24/hr - $31/hr
* Medical, Dental, & Vision Insurance Starting Day 1!
* Life Insurance
* Paid Time Off
* Paid Holidays
* Parental Leave
* 401(k) Plan
* Flexible Spending & Health Saving Accounts
* AD&D Insurance
* Disability Insurance
* Tuition Reimbursement
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.
Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (e.g. H-1B visa) for this opportunity
VWTS does not accept unsolicited resumes from external recruiting firms. All vendors must have a current and fully executed MSA on file before submitting candidates. Any unsolicited resumes and candidate profiles will be deemed the property of VWTS, and no fee will be due.
As an inclusive company, Veolia is committed to diversity and gives equal consideration to all applications, without discrimination.