SUMMARY:

The Customer Success Services Coordinator plays a crucial role in supporting our purpose of being our customers’ competitive advantage by coordinating service contracts for Van Meter, Inc. (VM), including but not limited to customer parts management, field labor engagements, software purchase and support, and training. This position successfully works with our customers, sales functions, purchasing agents, and suppliers to facilitate the repair process from beginning to end, field labor engagements from inquiry to execution, and service offerings from Proposal through the life of the contract/engagement including renewal. Some of the primary responsibilities for this role are proposal and quote creation, facilitation of contract purchase, educating the customer on the use of contract entitlements, and renewal of the contract. This includes quoting, receiving a PO to process, and communicating with the customer regarding parts shipping, field labor resources being onsite, and/or contract creation. This role facilitates the services process and serves customers while exercising good judgment with relative autonomy, and by providing a consistent and reliable level of support in response to dynamic situations and needs. This individual is seen as a champion for the company and sets an example by promoting our culture, our 5 P’s and our purpose to be our customer’s competitive advantage.

JOB REQUIREMENTS/SPECIFICATIONS:

• Minimum two-year degree or equivalent experience required
• Excellent negotiation skills required
• Microsoft Excel skills required
• Knowledge of Eclipse preferred
• Knowledge of SAP preferred
• Excellent communication and interpersonal skills via phone, email and in person are required
• Industry experience a plus

• Provide excellent customer service and support to internal and external customers by providing solutions and information on products or services
• Assist with Rockwell Automation with support regarding Step Forwards and Special Pricing Agreement requests entered in SAP
• Receive request to initiate various Automation Services proposals (i.e. Software Subscriptions, TechConnect, Toolkit, Inventory+, callout requests)
• Ensure the opportunity team has provided all details to process proposal and quote requests accurately from proposal or quote creation through fulfillment
• Manage renewals of various Services contracts ensuring customer needs are fully met
• Assist customers with managing spare parts either transactionally or contractually
• Assist customers with obtaining support and renewal of software or the purchase of new software
• Generate and provide reports, feedback, and insight regarding the status of the services business
• Schedule and coordinate requests for a service engineer through external vendors or internally for situations requiring onsite support
• Back up support to other services coordinators as needed
• Build and maintain customer relationships
• Collaborate with Van Meter, Rockwell Automation, and other vendors including Specialists, Account Managers, Contract Services, Technical Support, Automation Support, Customer Care and others as required to fulfill and support customer requests and contracts
• Proficiently work within various business systems
  Requirements: