CEIA USA Visa Sponsorship USA

Brief Description

Who is CEIA USA?

Headquartered in Hudson, OH, CEIA USA is a world leading manufacturer of security screening equipment, specializing in the design, engineering and production of a complete range of devices including: Walk-Through, Hand-Held, Table-Top and Ground Search Metal Detectors, Bottled Liquid Scanners, Non-Metallic Cargo Inspection and Loss Prevention Systems. CEIA USA provides nationwide sales, service and customer support to public (federal, state and local governments) and private sector customers in North America. Dynamic solutions are the foundation of CEIA USA's commitment to customer satisfaction.

Summary

The Service Scheduler is responsible for organizing, planning, and coordinating pertinent and essential aspects of field service operations to ensure efficient and effective support for internal and external stakeholders. Key responsibilities include:

Field Service Scheduling:

- Coordinate and schedule site visits for installations, preventive maintenance, troubleshooting, and repairs conducted by internal technicians and contracted partners.
- Assign call center and Helpdesk ticket support responsibilities.
- Offer jobs, approve quotes and make assignments to third party providers for jobs not performed by CEIA USA Technicians.

Calendar and Database Management:

- Maintain public calendars for Technicians, Field Applications Engineers, and Partner Technicians, including job assignments, travel times, call center duties, PTO and significant company dates.
- Update a field service requirements database to track customer and site-specific needs such as clearances, personal protective equipment (PPE), working hours, and other critical details.
- Prioritize and qualify assignments for specialty jobs, critical customers, and strategic opportunities based on input from the National Sales Manager.

Customer and Technician Support:

- Act as the primary point of contact for customers regarding scheduling duties.
- Working with Technical Solutions Manager, address overflow Helpdesk tickets and live technical support phone calls by creating tickets and gathering first-line information for technician resolution.
- Contribute to department customer service KPIs.
- Assist with resolving issues related to failed or delayed deliveries by liaising with the shipping department, customers, and assigned technicians.
- Work with Field Service Contractor Manager to ensure third party providers are meeting expectations, trained appropriately and meeting customer needs.

Documentation and Communication:

- Provide technicians with service checklists and necessary documentation for each scheduled job.
- File and organize all submitted paperwork related to scheduled jobs.
- Follow up with Technicians if SAT paperwork has not been submitted within five business days.
- Send post-service surveys to customers after job completion.
- Track jobs canceled by third party providers and customers.

Technical Training Coordination:

- Coordinate all aspects of technical training classes, including attendee confirmations, instructor and technician assistant assignments, and preparation of classroom supplies (e.g., food, pens, notebooks, manuals). Ensure training room is ready and prepared with appropriate temperature, A/V systems are functioning as expected etc.
- Work with the Field Application Engineering team and Sales team to coordinate class sign up, class limits and communicating class information.
- Using CEIA's Learning Hub, create classes, manage classes, input test results, track attendance and provide certificates to attendees and Finance.
- Enroll Technicians into Learning Hub Resources pertinent to a specific job or general knowledge.
- Maintain a training database of technicians, including internal and external personnel, to track skill assessments, course completions, and certification expirations. Notify technicians of upcoming expirations in advance.

Technical and Administrative Skills:

- Use customer service skills to communicate effectively with customers and stakeholders through phone, email, and other tools.
- Utilize industry software and Enterprise Resource Planning (ERP) systems for data entry, tracking, and entering purchase requisitions.

This role requires exceptional organizational skills, attention to detail, and the ability to manage multiple priorities while ensuring customer satisfaction and operational efficiency. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Requirements

Required Qualifications
- High school diploma or equivalent
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
- Basic knowledge of office equipment operation and troubleshooting.
- Strong interpersonal skills with the ability to communicate clearly, effectively, and professionally with coworkers, supervisors, other departments, and external partners.
- Thorough understanding of department and company policies and procedures.
- Self-motivated with excellent time management skills to handle multiple tasks simultaneously and meet deadlines.

Working Conditions

This job operates in a professional office environment and involves routine use of standard office equipment such as computers, phones, and printers. The physical demands of this role are typical of those found in a standard office setting and can be reasonably accommodated to ensure employees can perform the essential functions of the position. Duties primarily involve working at a desk, using a computer, and communicating via phone or in person. Occasional activities may include standing, walking, or handling office supplies or equipment. Lifting or moving items exceeding 20 pounds is not typically required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this job. Travel is not required for this position.

Summary

At CEIA USA, we believe that taking care of our people is the key to building a thriving, high-performing team. That’s why we offer a comprehensive and market-leading benefits package, designed to support your well-being both inside and outside of work.
- Paid Training opportunities to enhance your Career, and Educational Assistance
- A Rich Paid Time Off Plan—20-day (4-week) annual accrual starting at DOH that progressively increases with tenure.
- Select Paid Holidays, including the FULL period between Christmas and New Years - paid as Holiday Time.
- Premium health benefits, and wellness resources to keep you and your family supported.
+ Medical Plan options that include a $250/$500 PPO Deductible that is lucratively subsidized by the Company.
- Company Paid life insurance, short term disability, and long term disability.
- 401(k) with % match that is only capped by IRS maximums, and profit sharing; subject to eligibility requirements.
- Annual Bonus Potential after 1 full year of employment.

AAP/EEO

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.