M&VS Service Coordinator

As a 100% Employee-Owned company, Robert E. Mason & Associates, Inc. believes our Associates are the foundation of both our customers’ and our success.  Our strong company culture, and belief in continued investment in our Associates, has helped us realize long Associate tenures, as well as long lasting relationships with our customers.  Under the Robert E. Mason & Associates, Inc. umbrella there are two divisions: R.E. Mason and Apperture Solutions.

R.E. Mason is an Emerson Impact Partner covering North Carolina, South Carolina, and Virginia.  Emerson is the global leader of process systems and solutions.  R.E. Mason provides industry-leading process equipment and service for process control, automation, safety, and reliability.  The industries served include Chemical, Pharmaceutical & Life Sciences, Power & Utilities, Food & Beverage, and Pulp & Paper. 

Apperture Solutions is a technology independent, professional consulting, and implementation services firm.  Apperture Solutions offers Data Enablement, Production Optimization, Operations Management, and Other Value-Added Services.  Apperture Solutions partners with other providers to offer our customers the technologies and solutions that fit their needs.

What R.E. Mason Offers Associates:

R.E. Mason is a 100% employee-owned company that offers a comprehensive, industry leading benefits package to all eligible Associates:

• Participation in the Employee Stock Ownership Program (ESOP)
• Retirement plan, including a Safe Harbor contribution
• Medical / Dental / Vision Insurance
• Employer paid Life Insurance and Long-Term Disability Insurance
• Generous paid leave options that include vacation time, sick leave, personal leave time, R.E. Mason Way Half Day, paid Jury Duty, and paid Bereavement Leave
• Paid Parental Leave
• Paid company holidays
• Career Development Program
• Retirement and Financial Wellness program
• Employee Assistance Program (EAP)
• Alternative/Hybrid Work Schedules

General Description

The Instrument Service Coordinator role is an integral part of the valve and instrument business and Mechanical Valve & Services (MVS) team. The position entails communicating with multiple entities; customers, principals and coworkers to deliver a superior level of customer service. The Instrument Services Coordinator must be able to respond to customer inquiries, some technical, but mostly non-technical questions. Service Coordinators will serve as a liaison for our customers, technicians, and the various manufacturers we represent.  The primary job function is to create proposals and execute orders related to field service and repair operations within our valve and instrument business. Overseeing the execution and managing change orders is another aspect of the job. This will often involve tracking down information from our Associates based on the nature of the customer request. The primary interface is telephone calls and email, with occasional in-person visits and meetings.

Specific Responsibilities

• Respond to inquiries from customers
• Review customer scope to prepare quotes
• Acknowledge and process purchase orders into work orders
• Ensure appropriate terms and conditions are in place
• Schedule work based around customer deadlines and technician availability
• Prepare job packs and relay to technicians
• Track tooling availability as required for specific orders
• Manage change orders as required during service events
• Communicate with customers throughout the order lifecycle
• Reconcile purchase orders against quotations
• Invoicing, gross profit review, and order closeout
• Manage project documentation
• Proactively schedule recurring service work with customers

Required Competencies

• High computer application literacy including Microsoft Office Suite and ability to learn internal business systems (IFS, SAP, etc)
• Excellent verbal and written communication skills
• Ability to work in team environment; a team player
• Self-directed, self-motivated, and detail oriented
• Customer focused, organized and reliable
• Demonstrates integrity, leadership skills among other Service Coordinators
• Ability to manage time well and handle multiple priorities maintaining a positive attitude and composure
• Effective engagement with customers and internal sales staff, helps progress sales
• Project coordination skills with respect to scope, schedule and budget
• Desire to produce high-quality deliverable (service or product)
• Business acumen
• This is a hybrid role requiring three days per week in the office and two days working from home.

Required Education and Experience

• 4 Yr. College Degree or equivalent work experience

Preferred Experience/Competencies

• Experience in Inside Sales, Service Industry and/or Customer Service
• Process Instrumentation Experience

Physical Requirements

• Standing
• Walking
• Sitting
• Kneeling
• Reaching Overhead
• Climbing
• Pushing and Pulling
• Lifting - 20 pounds
• Using a Computer
• Using a Telephone
• Driving

RE Mason Company is a federal contractor and, as such, is required to solicit the disability status and protected veteran status of candidates. Thus, you are required to answer self-identification questions as part of your application process. These questions are part of RE Mason’s Affirmative Action Plan and the completion of these questions will not have any effect on any consideration of your application materials.

In compliance with the ADA Amendments Act (ADAAA), if you have a disability and need to request an accommodation in order to apply for a position with RE Mason, please call our office at (704) 375-4465.

This is a drug-free workplace. Employment is contingent upon the successful completion of any required pre-employment and, if applicable, ongoing drug testing, including testing mandated by customer site access requirements.