At Shape Technologies Group (SHAPE) we’re devoted to a single goal: delivering innovative manufacturing process solutions that propel our customers to success. SHAPE is a strategic combination of companies including Flow International, Advanced Pressure Systems (APS), H20 Jet, Dynamic Robotic Solutions (DRS), KMT Waterjet,  AquaDyne, Tech-Con Automation, Aquarese, Projet System and TOPS.  Collectively, we provide an extensive portfolio of manufacturing process solutions to customers around the world. The core technology of SHAPE was founded in high pressure waterjet cutting, cleaning, and surface preparation. Today, SHAPE’s offerings span automated assembly, material handling, software, process control, robotic motion systems, ultrahigh-pressure cutting and cleaning, aftermarket parts, and extensive support.

The SHAPE difference can be seen in our people. With industry leading technologists, manufacturing experts, and skilled service professionals, SHAPE team members listen to our customers to anticipate their needs and deliver technical know-how that transforms our customers’ visions into reality.

Spanning 100 countries and a broad array of industries, SHAPE is expanding its reach through a growing number of direct and indirect channels. By partnering with our customers, we become integral to the successful design and manufacture of their next-generation products. We continually scour the globe for new, industry-leading technologies to add to our differentiated portfolio of offerings and grow our customer base. Our vision is to become the preeminent advanced process solutions partner handling the highly engineered products of tomorrow.

What it’s Like to Work Here.

We are a team of technology enthusiasts who pride ourselves on constantly raising the industry bar. Our world is fast paced and customer focused. With principles, performance and an authentic passion for results deeply rooted in our daily interactions. We strive to create a trust-based environment where driving results and positive attitudes coexist. We are friendly, respectful, and motivated to deliver strong performance in everything we do.

What We Offer.

In addition to training and career advancement opportunities, we offer competitive salaries and a comprehensive benefits package including medical, dental, vision, 401(k), paid time off, education reimbursement, charitable gift matching and more.

General Purpose:

The role of the Scheduler is to provide overall ownership of customer coordination of warranty and billable service support. Populate & maintain the work schedules for our technical service team to meet aftermarket business goals and metrics.

Major Duties and Responsibilities:

·         Contact customers to schedule & confirm work

·         Clearly communicate all relevant timelines, technical and process oriented information and adjust expectations if necessary.

·         Maintain a populated crew schedule for at least three weeks out

·         Set and, at times, re-set expectations with the customer on the installation itself along with next steps in the project’s post-construction phase

·         Performs other related duties as required and assigned.

·         Schedule service technicians optimizing resources and minimizing time lost to travel.

·         Direct communications with customers to schedule and confirm service appointments.

·         Distribute paperwork and information to technicians regarding details of work required and parts ordered.

·         Understanding of customer’s service needs and work required on site.

·         Process incoming customer calls for warranty and billable service.

·         Any other duties that are assigned by the Manager 

·         Ensure all expense budget goals are met.

·         Manage field service engineers as they are assigned to meet Service Level Agreements (SLA) and utilization metrics.

·         Manage Field Service Engineers schedules and prioritize work load.

·         Schedule appropriate FSE to ensure travel budgets and overtime are minimized.

·         Through effective scheduling drive field service utilization to targeted levels.

Note:

This position typically reports to the office daily.  During COVID, this position may be asked to work remotely with visits to the office occasionally.  Strick adherence to the FLOW COVID Protocols are required during office visits.

Knowledge, Skills and Abilities:

·         Must be proficient in the use of a PC and Microsoft Office Suite (Access, Excel, Outlook, PowerPoint, and Word).

·         Must be highly motivated and able to work with minimal supervision.

·         Strong phone and listening skills

·         Excellent follow up and problem solving skills

·         Ability to multi-task in a high-volume environment and is results oriented to deliver an outstanding customer experience.

·         Excellent customer service skills required

·         Excellent written and verbal communication skills required

·         Thrive in a team environment

Supervisory Responsibility:

None

Equipment used:

·         Standard office equipment

Education/Experience and/or Training:

·         High School Diploma or GED required; Associate’s Degree preferred or any appropriate combination of education and experience.

·         Minimum 2 years of experience in a customer support or scheduling role

No Recruiters Please!

Shape Technologies Group and our companies operate as an equal opportunity employer.  Per regulations, any reasonable accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities will be provided.  If you require disability related accommodations, please inform Human Resources.  All personal information that is collected will remain private and confidential. 

 We thank all applicants for their interest; however only those selected for an interview will be contacted.