Service And Post Sales Support Coordinator

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IMPACT and OPPORTUNITY

The Service and Post-Sales Support Coordinator ensures a high level of customer satisfaction through effective management of service requests and support activities following product delivery. This role is responsible for processing service calls in accordance with SOPs and QMS, evaluating returned parts and soft goods, and documenting findings. The Coordinator manages service part and unit inventory in partnership with cross-functional teams including Shipping, Finance, Quality, and Supply Chain.

They support achievement of warranty turnaround and repair revenue targets, maintain service performance metrics (Gemba Board), and assist in securing repair POs. The role also includes providing service part pricing and validating customer quotes with the Customer Service team. As Gentherm grows its global service presence, the Coordinator will also organize and support customer and distributor training requests.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Ensure all service incoming units go under the company safety and compliance decontamination standards.
• Receive customers in warranty and service repair units as well as Gentherm’s owned consignment, demos and loaner units.
• Manage Service Calls in Visual (ERP) and ensure compliance with Standard Operating Procedures (SOPs), Device Work Instructions (DWIs), ISO, QMS, and FDA regulations when doing so.
• Managing Inventory of received units to make sure all units are counted for and properly organized and storage. Units must be clearly labeled for easy identification.
• Work cross functional with Finance, Shipping, Quality and Supply Chain to conduct inventory cycle count and support internal and/or external audits.
• Receive and evaluate service parts and document finding as per FDA requirement and company QMS.
• Ensure the service team follows data established standards used for daily Gemba reporting.
• Secure customers service repair POs to secure revenues targets by continuous follow up and by keeping updated data for Gemba reporting.
• Collaborate with the service team by managing Serviced Calls efficiently and in a timely manner to secure the unit’s turnaround time target.
• Support Customer Service in the quote vetting process when needed.
• Provide service parts information to customers (service part number and pricing)
• Organize and coordinate service training for customers and distributors.
• Identify together with the Service Team internal training needs.
• Adhere to general safety rules, Current Good Manufacturing Practices (cGMPs), company policies, and applicable procedures.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid parental leave
• Paid time off
• Referral program
• Vision insurance

Compensation Package:

• Holiday pay
• Hourly pay
• Overtime pay
• Yearly bonus

Schedule:

• 10 hour shift
• Day shift
• Monday to Friday

Work Location: In person