Service Coordinator – Golden, CO

Service Coordinator – fast growing company opportunity!

If you are excited by the opportunity to use your exceptional people and technical skills in a company whose mission is to help make a difference in our environment, read on!  Silver Bullet Water Treatment produces and installs AOP, filtration, UV, and other conventional water treatment products.  We operate in industries such as agriculture, municipal, industrial, food & beverage, oil/gas, and others.  Agricultural is our primary market – knowing that water is the most important element in raising productive, healthy livestock.  Untreated or poorly treated drinking water can carry bacteria, fungi and parasites and can cause disease or death.  The Silver Bullet Water Treatment system is rented B2B monthly to provide a safe and efficient system for our customers.

We are seeking a talented Service Coordinator to join our team in our Golden office.  You will have a direct impact on our growing company with responsibility for the coordination of our Engineering, Supply Chain, and Field Services teams to deliver maximum customer value through our products, service and training offerings.  You will be part of providing a “gold standard” as a solutions provider by helping to develop processes that are as simple and user friendly as possible to reinforce a culture of commitment to customer satisfaction.   This position will also coordinate with outside dealers and reps and will work closely with both sales and engineering to ensure the most appropriate technology and tools are implemented to deliver high quality, cost effective solutions to a very demanding customer base.  Duties include coordination of field service personnel, technical call center, training activities, service ticket resolution, work order logistics, and participation in multi-disciplined problem-solving teams.  All we are missing is you!

Why should you join Silver Bullet?

By 2020, our aim is to become the definitive number one non-chemical based water treater in the industries we serve by driving the market and redefining market boundaries where appropriate.  We are more about just making money – we want to make a difference in the world by contributing to the well-being of all, including our livestock.  We are proud of what our closely-knit R&D and the rest of the team has accomplished in just a few years.  Our innovative product has nowhere to go but up.  Our employees’ doors are always open, and we are all aware of what each department is doing.  We are transparent and collaborative among the team.

Snapshot of key accountabilities:

  • Coordination of the installation process: pre-installation planning, installation and post-installation verification.
  • Coordination of the response to technical issues stemming from customer service calls.
  • Maintain and manage all service ticket investigations and resolutions to provide solutions to customers in a timely manner.
  • Troubleshoot some of the basic problems related to plumbing, instrumentation, and some electrical.
  • Make recommendations on failed customer expectation events
  • Enter work orders in the CRM database for parts and equipment needed for service tickets
  • Coordination of equipment returns
  • Oversee schedule to maintain ongoing maintenance and warranty programs
  • Collaborate with application engineers to ensure the best system solution to fit the customer’s needs based on site survey evaluations.
  • Coordinate the work and travel activities of a team of field service professionals to provide timely solutions and cost efficiency.
  • Ensure all required service records and documentation is completed and saved in Customer Relationship Management (CRM) database.
  • Assist in the creation and distribution of technical service bulletins, troubleshooting guides, instructional documents, videos and manuals.
  • Continually assist to improve upon a technical training curriculum, which contributes positively to the overall customer experience

Traits required for success:

Our ideal candidate is a driven individual who ensures the customer’s expectations are met.  Excellent organizational skills and follow-up is mission critical.  You demand fast, but carefully thought out results with a focus on the customer, as well as the highest standards and quality work.  You have proven you can work with a variety of different customers and departments, with little management oversight.   You work with enthusiasm, and a can-do approach to all aspects of the job.   People describe you as dissatisfied with the status quo and you are motivated to make positive change.

Skills/Experience/Knowledge required:

  • 5+ years of technical support customer service experience, preferably in a water treatment industry, but not a must.
  • Must have excellent communications skills including extremely high customer service aptitude with the ability to be persuasive with customers, and to focus on “customer satisfaction” as a priority.
  • Demonstrated ability to work with multi-disciplined professionals to find solutions to complex technical problems
  • Excellent organizational/time management skills; must be highly skilled in managing multiple issues/projects concurrently
  • Possess a working knowledge of basic electrical, pneumatic, hydraulic, and mechanical systems.
  • Experience with Microsoft Office Suite and