Services & Support Coordinator

Kongsberg Discovery, a subsidiary of KONGSBERG, is a global technology company, providing innovative and reliable technology solutions for all marine industry sectors including merchant, offshore, subsea, and naval. Headquartered in Horten, Norway, the company has manufacturing, sales, and service facilities internationally. Kongsberg Discovery is a market leader in systems for positioning, surveying, and navigation. We are determined to provide our customers with innovative and reliable marine electronics that ensure optimal operation both on and under the sea.

At KONGSBERG, we believe in tackling challenging problems and delivering extreme performance for extreme conditions. We do that through excellent products and services developed for delivering the greatest benefits to our customers. 

WORLD CLASS – through people, technology, and dedication

For inspiration and more info watch this video and visit: Kongsberg website

What we can offer you:

• Competitive compensation packages
• Fully subsidized health & welfare benefits for employee (discounted costs for family members) with an option of a high deductible plan that includes an annual employer contribution towards your health savings account ($1500 for family, $750 for employee only, and prorated depending on date of hire)
• Fully subsidized dental and vision coverage
• Up to 5% employer match program
• Flexibility with Paid Time Off
• Position eligible for our annual employee bonus program
• Professional and personal development and career opportunities
• We offer the possibility to work with sustainable and exciting solutions for the future

There has never been a more exciting time to work for Kongsberg Discovery than right now. With us, you will be in the forefront of enabling the business to achieve their objectives through the role as a Services and Support Coordinator.

POSITION SUMMARY:

The Services and Support Coordinator is responsible for responding to customers supporting sales demonstrations, repairs, rentals and general support.

The Services and Support Coordinator is the “go-to” person for all front-line customer communications regarding demonstration requests, repair coordination, and customer training requests. All customers will receive timely and accurate responses. This position requires vast customer support skills as it requires frequent contact with customers, other departments and sister companies/headquarters. The Services and Support Coordinator will work with the rental department, operations department, logistics, and sales.

ROLE AND RESPONSIBILITIES:

• Create and review new cases and work orders.
• Information is set up in ERP and CRM.
• Create PO’s in ERP for RMA’s.
• Quoting quality and accurate requests from the customer and internal customers.
• Communicate with the customer before and during the project with all questions related to the request.
• Interface with other departments – Logistics, Finance, Sales, Rental, Operations, etc.
• Responsible for work orders and service appointments for rental, training, repairs, and demos.
• Prepare all documents needed to send to finance for invoicing.
• Stay in close collaboration and attend routine meetings with project departments, as well as other regional and global coordinators for resource sharing.
• Responsible for CRM service email queues for Kongsberg Discovery US.
• Responsible for following current HSE/Export Control policies and making sure guidelines are followed for all service trips.
• Meet with Project Managers, Team Leaders, and VP Customer Services to discuss high level jobs. 
• Collaborate with sister company offices regarding warranty services, billing, delivery, and job specifics.
• Issue RMA’s to customers for repair returns using CRM and ERP.
• Communicate with product centers related to repairs and follow up.
• Issue customer repair quotes, complete sales orders, and send to finance for invoicing.

QUALIFICATIONS AND EDUCATION REQUIREMENTS:

• Knowledge of KD Worldwide organizations, products, deliveries, and customers.
• Committed and reliable.
• Knowledge of operating a PC and working with Microsoft Office.
• Ability to manage time and meet required deadlines.
• Good English written and verbal communication with both internal and external customers.
• High level of customer service skills.
• Ability to be self-sufficient.
• Positive attitude and ability to work well with others.
• Technical expertise is a plus.
• Experience with basic ERP system is a plus.

Pay Range: $29.00 – $34.00/hr. (DOE)

Work Location: Lynnwood, WA

Hybrid work schedule (up to 2 days a week remote with manager approval)

KONGSBERG provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.