Customer Service Coordinator at EMT International, Inc. in Green Bay WI



EMT International designs and manufactures the latest in high tech digital web printing equipment and is a leading supplier of web finishing solutions to the digital and commercial printing industries worldwide. We recently relocated to a new 70,000 square foot corporate headquarters and manufacturing facility in Green Bay Wisconsin. There are currently over 170 high tech manufacturing employees engaged in the design, manufacture and service of our product lines.
We offer a very competitive salary and benefit package and excellent working conditions.
We are currently seeking candidates for the position of Customer Service Coordinator. This position is the primary customer contact for assigned customers’ capital orders from time of purchase order to customer acceptance. The position is responsible for providing technical assistance to customers and field service personnel, ensuring deadlines are met and that there is good communication between EMT and our customers.
Key Responsibilities
• Customer contact for select customers’ capital orders from time of P.O. to customer acceptance.
• Tier 2 support for all install/commissioning issues for new installations
• Close out project with customer
• Perform “Lessons Learned” follow up: Internal meeting to discuss lessons learned; Update of troubleshooting issues list
• Support Technical Services Coordinator with “after hours” calls
• Lead aftermarket support (project manager) for assigned finishing projects
• Primary contact person for all in-field support for assigned finishing projects
• Back-up for other Service Coordinators and Field Service Technicians
• Scheduling of Service Technicians in the field.
• Communications to customer on arrival of service, identification of parts requirements, overall management of resolution of field issues.
• Responsible for active problem resolution; lead person to coordinate with Design Engineer and Operations to resolve issues.
• Strong sense of customer service and problem resolution
• Strong technical and troubleshooting skills for complex automated machinery
• Good project management skills
• Good persuasive skills; ability to communicate effectively with customer and internal company personnel
• CAD skills a strong plus
• Strong skills in MS Office (Word, Excel)
• Mechanical and electrical aptitude
• Strong interpersonal skills
• Must be able to work well in high pace/stressful situations
• Good leadership skills
• Proactive and responsive
• Self-starter
• Advanced technical degree such as BS in Mechanical Design or Mechanical Engineering Technology
• 5 years of experience in a technical customer service role.

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