Customer Service Specialist Post-Press

Koenig & Bauer is the oldest, global printing press manufacturer in the world! For more than 200 years, we have been bringing together innovative technology and enthusiasm for tailor-made print solutions for our customers. You will find products printed on our machines all around you every day including the US currency in your wallet and much of the packaging in your grocery stores and big box retail stores. 

With the broadest product portfolio in the industry, groundbreaking machines and a holistic service promise, Koenig & Bauer sets international standards. Our 5,500 employees worldwide generate annual sales of €1.2 billion. 

This is your opportunity to join Koenig & Bauer (US), the sales and service organization for Koenig & Bauer in the United States and the North American headquarters. Become part of our company where creativity, fascination and passion for mechanical and electrical engineering work together as we develop the printing world of tomorrow and exceed print!
 

Job Title: Customer Service Specialist

Location: Remote
Reports to: Service Sales Director

Standard Schedule: Standard business hours are Monday – Friday 8 a.m. – 5 p.m.; however, schedule will vary depending on business demands and may require some early morning travel or evenings.
Travel: Frequent travel (50 - 70%) including automobile and domestic and some international air travel with consecutive overnight stays. Must live within an hour of major airport.

Job Responsibility: The Customer Service Specialist is a field position with a primary focus of meeting customer satisfaction and supporting service revenue growth through direct customer contact in a designated region. The position may also be a working service technician assigned to specific jobs within their trade (Mechanic, Demonstrator, Electrician) on an as needed basis. They are an outreach of the Service Team in the Corporate Office that keep a regular schedule, except when assigned as a Service Technician, visiting customers in the field with the intent of ensuring our customers are getting the maximum productivity achievable with their equipment, troubleshooting and finding solutions that will improve our customer’s business results, and ensuring we are fulfilling our commitment of “being the easiest company to do business with.” The Customer Service Specialist coordinates with the appropriate staff or department within Koenig & Bauer who can best take care of the customer and takes ownership for follow-through. The Customer Service Specialist provides regular reports and write-ups of customer service visits, action plans, and results. If applicable, see Job Description for appropriate Service Technician for specific responsibilities as a working Service Technician.

Minimum Qualifications:

Core Competencies:

• Customer Empathy: Displays an understanding of the customer’ needs and ascertains the appropriate sense of urgency needed to meet those needs including the awareness of the financial impact experienced by our customer and the consequential effects on Koenig & Bauer, its reputation, and its future business potential based upon our actions. Regards regular communication as essential component of demonstrating customer empathy.
• Subject Matter Experts/Job Knowledge: Demonstrates an understanding of the Koenig & Bauer products and services as it relates to the job. Acquires, interprets, and evaluates information within industry and/or functional area of expertise to perform job responsibilities.
• Communication and Teamwork: Uses open and constructive communication with customers, managers, co-workers, and other business partners. Respects and values the differences of others for a collaborative workplace. Uses positive communication and listening skills to resolve differences, manage conflict, and focus on solutions.
• Ethical Conduct and Work Standards: Displays consistent ethical standards in business affairs. Displays enthusiastic approach to work and the company. Builds trust and credibility with Koenig & Bauer customers, vendors, co-workers, and other business partners by following through on commitments. Follows company policies, rules, regulations, and standard operating procedures.
• Safety: Promotes a safe working environment by attending required training, using any personal protective equipment provided, following and enforcing all safety policies, and performing work in a safe manner at all times. 
• Dependability: Follows through on commitments, meets deadlines, and can be depended on. 

Job Functions:

• Plans and schedules customer visits based on needs and opportunities in designated region using information available in-house on current actions in the region such as remote maintenance reports, technician feedback, and installation reports. Re-prioritizes when necessary to address urgent needs.
• Researches customer’s current status before visit including speaking to technicians recently on-site; investigating equipment and services purchased from Koenig & Bauer; determining any pending sales activity; and evaluating customer’s current billing status. 
• Performs routine visits to customers to get feedback from staff on equipment and service provided by Koenig & Bauer and evaluate equipment for productivity and quality. 
• Performs quality assurance visits post-installation to determine satisfaction with install and equipment quality and productivity since installation.
• Visits customers with outstanding issues, recent repairs, and/or maintenance to determine satisfaction or address any outstanding issues. 
• Follows through on any outstanding issues resulting from customer visit including taking care of the issue immediately on-site when/if possible or working with Service, Remote Maintenance, Parts, Accounts Receivables, or any other department necessary to address the customer’s need. 
• Works with Service Dispatch to schedule labor and with the Parts Department to get quotes for customers for any action items resulting from visits.
• Sells Service Select services that may help the customer achieve better productivity, higher quality, and improve their business results. Communicate leads to Service Sales Director and follow-through on quotes from Technical Service Department.
• Communicates various information to customers including but not limited to technology, products, and services via written communication (e-mails, letters, reports, quotes, etc.) and verbal communications (face-to-face, presentations, etc.). 
• Visits customers with disputed and/or delinquent accounts receivables in attempt to resolve billing issues and collect money, as requested through Finance Department. 
• Documents all customer visits including outstanding issues and actionable items and continues to communicate with the customer until all action items are closed.
• Keeps accurate, complete, and timely records including but not limited to Open Press Issues Report, Weekly Status Reports, MDS/Timesheets, and Field Service Reports.
• Keeps accurate and up-to-date information in SKM database including opening, updating, modifying, and closed work orders.
• Attends and contributes to new sales or pre-installation meetings as requested by Sales Department or Project Management.
• Communicates action items, outstanding issues, or customer feedback to appropriate Koenig & Bauer staff. 
• Works collaboratively with many different departments in Koenig & Bauer, including Koenig & Bauer Germany, to get information, support, quotes, labor, or any other necessary resource needed to address open action items.
• Performs job functions of applicable Service Technician when assigned to this job on an as needed basis.
• Performs other related job responsibilities as necessary based on business needs.

Physical Demands of Job:

This position requires frequent air and auto travel with consecutive overnight stays. There is some office work performed at home or hotels; however, most of work is in the field visiting customer sites within a designated region. Job requires regular computer work and the operation of mobile electronic devices on a daily basis; however, not for long periods of time. Job will be more physical when working as Service Technician. See applicable Job Description for Service Technician.

Organizational Relationships:

This position has high, face-to-face, phone, and electronic customer contact. The level to which this position communicates with the customer varies by customer but it can be an owner, executive/senior manager, mid-level manager, or press crew. Internally, this position communicates on a high frequency with many different departments and positions such as Service Sales Director, Dispatch, Parts, Remote Maintenance, and Accounts Receivables. This position may also have contact with service personnel from the factory in Germany from time-to-time. 

Required Qualifications:

Must hold a valid driver’s license.
 
Education: High School Diploma or equivalency required. Technical or college degree in graphic arts, packaging, or related discipline preferred.
Experience: A minimum of five (5) years working within the printing industry with a background or knowledge of offset printing equipment, processes, and industry.
Computer Skills: Expert with Google suites and Microsoft office suites.

Koenig & Bauer (US) is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, disability, genetic information, pregnancy, citizenship, marital status, sex/gender, sexual preference/orientation, gender identity, age, veteran status, creed, national origin or ancestry, or any other status protected by federal, state, or local law. Information collected by the application process is solely to determine suitability for employment, verify identity, and maintain employment statistics of applicants. 

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship for the employer.

Benefits

Vacation – 15 days per year
Holidays – Up to 11 days
Sick – 7 days
Medical, Dental, and Vision
Disability and Life
Flexible Spending Accounts
401k Retirement and Profit Sharing Plan
Income replacement plans for cancer, critical illness, and accident
Long-Term Care Plans
Years-of-Service Bonus Plan
Educational Assistance