IMI plc
IMI plc is a sector focused organization at the forefront of delivering motion and fluid control technologies that create a more sustainable world, improving the quality of life for our customers and communities and ultimately delivering our purpose of Breakthrough Engineering for a Better World.

The Automation platform leverages deep automation technology and applications expertise to improve productivity, safety and sustainability for our customers, Industrial Automation operates across many important industry sectors and is a world leader in supporting customers with motion and fluid control technology.

Our one big team work fairly and effectively but most importantly together to ensure we maintain the foundations that have enabled IMI’s success through over 150 years of heritage.

Position Summary

This Field Service Dispatch Coordinator position is recognized as a multi-dimensional role coordinating with internal and external resources to ensure service is performed at the highest level. The resource filling this role must be able to work with internal and/or external clients developing an in-depth understanding their needs and requirements. The ability to effectively initiate, develop, and coordinate resources (people and material) is considered critical for success in this role.

Supervisory Responsibility

This position does not have any direct reports.

Responsibilities

• Assists with planning and execution of Field Service activities
• Schedule & dispatch Field Service Technicians (FST), Tooling, and Spare Parts to Job sites in time to meet job requirements / customer needs
• Ensure proper / required tooling is available to perform scheduled work
•  Advise Service Technicians of their schedule commitments
• Develop and provide complete Job Information Packets to FST for assigned work (Drawings, datasheets, customer information, job history, etc.)
• Facilitate parts orders to support Service Technicians on-site and assists with expediting parts shipments
• Manage customer purchase orders (PO), intercompany purchase orders, intercompany cost transfers, and 3rd party purchase orders for assigned work
• Assure purchase orders and any revisions are entered in salesforce / IFS by billing coordinator
• Monitor and manage costs on service orders. Notify customers when costs reach 75% of Purchase Order.
• Manage change order (CO) process with customer / sales to ensure invoicing is not delayed awaiting change order
• Provide data to billing coordinator to enable weekly forecasts and 30 day lookahead are accurate
• Gather and review field / repair documentation for completeness prior to sending to billing coordinator for invoicing
• Review, create or modify Salesforce information to ensure work can be monitored by stakeholders (sales, management, etc.)
• Assist in the development of processes, procedures and workflows to improve performance of the field service group.
• Manage revision of templates, bill sheets, rate sheets and other documents
• Coordinate & manage FST travel process
• Maintain after hours phone support and call schedule
• Provide post-job follow-up to ensure all actions are complete (drawing changes, spares re-stock quotes, repair parts returned to Houston, required customer reports, internal reports, etc.)
• Assist Proposal Manager / Estimator with providing quotes to customers for service jobs
• Assists with determination of new construction project commissioning schedules and ensure sites are properly supported (hydro kits, flushing kits, technical support, etc.).
• Works closely with Technical Engineers for defining problems, troubleshooting, and resolving product problems

Qualifications and Required Skills:

• HS Diploma required; AA degree desired; BS degree preferred
• 3 to 5 years of experience in a related field / similar role or a field service role; or combination of education and experience
• Knowledge of company products, practices and procedures in managing work relating to service, manufacturing, and delivery.
• Knowledge in the area of contracts, contracts management, and terms and conditions
• Creative thinking/problem solving skills necessary
• Effective communication skills (oral and written) required
• Self-driven personality
• Ability to work in a fast-paced environment
• Knowledge of principles of order administration including contract provisions and precedents
• Knowledge of concepts, practices, and products in the valve industry desirable
• Computer literate (MS Word, Excel, Outlook, Project) desirable
• Knowledge of manufacturing processes and techniques desirable
• Bilingual Spanish desirable, but not required

Physical Demands:

• The physical demands described here 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 is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand and walk.
• The vision requirements include depth perception, ability to adjust focus, close vision, and color vision. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing 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 is occasionally exposed to moving mechanical parts, high precarious places, fumes, airborne particles, toxic or caustic chemicals. The employee is occasionally exposed to outdoor weather conditions, extreme heat, risk of electrical shock, and vibration. The noise level in the environment is reasonable. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.