Field Service Coordinator at AMP Robotics

| Greater Denver Area
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Field Service Coordinator, 8/3/21

AMP Robotics is a pioneer and industry leader in artificial intelligence (AI), robotics, and infrastructure for the waste and recycling industry. We’re working to reimagine and actively modernize recycling by applying AI and automation to increase recycling rates and economically recover recyclables reclaimed as raw materials for the global supply chain. We build and deploy cutting-edge technology solutions that solve many of the central challenges of recycling to make it more efficient, cost-effective, scalable, and sustainable. 

Headquartered in Louisville, Colorado, the Denver Post named AMP one of the 2021 Top Workplaces in Colorado. We’re fostering an environment where talented, driven individuals can grow and create impact. We seek unconventional thinkers to join our mission to enable a world without waste; at AMP, your contributions have meaning and can spur change. With backing from top-tier investors and national recognition including Fortune’s Impact 20, Fast Company’s Most Innovative Companies, and Forbes’ most promising AI companies, we’re always seeking ways to better our operations, raising the bar on innovation, and looking to collaborate and improve each day in what we do. Learn more at AMPRobotics.com.

AMP Robotics is hiring a Field Service Coordinator reporting to the Director of Field Services to focus on assistance of our recycling partners as they work to keep AMP products operating at peak performance 24/7.  You will be tasked with creating and maintaining customer facing service documentation, placing and monitoring customer orders, triaging service tickets and assigning resources, maintaining accurate records in Salesforce.com, and be an integral part of the Field Services organization.

In a nutshell, you will be the first touch point for AMP customers who have questions about AMP products or require AMP service assistance. 

As our Field Service Coordinator you will:

  • Interface with customers and sales representatives to handle both pre-sales and post-sales service functions
  • Provide outstanding customer service to improve customer satisfaction and relationship.
  • Handle and resolve customer complaints/inquiries via mail or phone in a timely and accurate manner.
  • Assist in product purchasing and order fulfillment activities such as taking orders, giving pricing information, determining appropriate shipping methods, routes and rates, etc.
  • Handle incoming phone calls related to; return material requests, product samples, order referrals, sales promotions, etc.
  • Monitor product order shipment to ensure on-time delivery to customers.
  • Alert customers on shipping and flow issues in advance.
  • Provide price and cost proposals in response to customer’s requests.
  • Contact customers regarding contract cancellations to determine cause and possible corrective measures.
  • Develop knowledge about each customer’s business model and requirements.
  • Maintain competent understanding of the company's products, their functions and alternatives.
  • Coordinate, analyze and improve customer service functions to meet company goals.
  • Maintain a database of customer sales orders and invoicing records.
  • Field incoming service tickets as the first point of communication with AMP’s recycling partners, expertly triaging and prioritizing needs.
  • Participate in both internal and external customer success conversations as the voice of advocacy for our customer.
  • Schedule technician’s time at customer sites.
  • Track work hours via AMP systems to ensure accurate billable hours. 
  • Evaluate product concerns against specifications and warranty coverage.
  • Process customer warranty claims via Salesforce.com.
  • Train and mentor new members of the Service team.
  • Other field service tasks.

Supervisory Responsibilities: 

  • None.

Note: If you DO NOT precisely fit the below qualifications but you DO believe you would excel in this role, we encourage you to apply!  AMP is looking for mission-driven, creative problem-solvers.  We recognize ideas and background diversity can be strong business assets.

Education and experience:

  • A high school diploma is required for this position, but a post-secondary degree is preferred. 
  • 3 years of industry experience or a related customer service experience required
  • Previous administrative experience preferred
  • Proficient skills in Microsoft Office, including Microsoft Word and Microsoft Excel
  • Proficient in Google Suite
  • Proficiency in NetSuite and Salesforce.com preferred
  • Hands-on customer service experience in a field service environment
  • Experience effectively communicating with multiple levels and skill sets within an organization.
  • Comfortable working in the field at a customer site and in an office environment.
  • Imaginative and open mind for problem solving.
  • Ability to work equally well in a team or solo environment.
  • A desire to learn something new everyday, then teach a teammate.
  • Extremely resourceful - known as a person who “finds a way to get it done.”
  • Excellent customer service and problem-solving skills
  • High quality organizational skills
  • The ability to work well under deadlines and to multitask
  • The ability to build relationships and coalitions within the community
  • Excellent verbal and written communication skills
  • Excellent critical thinking and problem-solving skills
  • Must maintain a valid state-issued driver’s license and excellent driving record

Working Conditions/Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

  • While performing the duties of this job, the employee is frequently required to stand, walk, use hands and fingers, handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl and talk and hear.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus, and ability to accurately see and label color. (remove if not a requirement).

Working Location(s): 

  • 2770 Industrial Lane, Broomfield, CO 80020

Travel Requirements: 

  • Limited travel, possibly up to 10%.

AMP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Other duties: 

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.

Salary & Compensation Information: $45,000-55,000 depending on experience. No relocation package offered at this time.

Benefits Information:

  • Medical - The company covers up 85% to 100% of the premium for Cigna healthcare plans depending on the selection. Employees pay the difference in premium if they select a more expensive plan. Up to 75% for dependents. 
  • Dental, Vision, Short and Long Term Disability.
  • 401(k) retirement plan (non-matching).
  • 14 days PTO and 6 paid sick days.
  • Nine (9) paid holidays – 7 company designated and 2 floating holidays. (salaried employees only).


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Technology we use

  • Engineering
  • Sales & Marketing
    • C++Languages
    • PythonLanguages
    • D3JSLibraries
    • AngularJSFrameworks
    • TensorFlowFrameworks
    • ROSFrameworks
    • Kubernetes Frameworks
    • MySQLDatabases
    • InfluxDatabases
    • SalesforceCRM
    • MailChimpEmail

Location

Nestled in the heart of a thriving tech park - complete with brewery and climbing gym! - and adjacent to the quaint downtown of Louisville, Colorado.

An Insider's view of AMP Robotics

What are some social events your company does?

Bringing our team together during Covid has been so easy because everyone genuinely cares about staying connected. We've hosted a socially-distanced trivia night in our parking lot with a drive-in sized projector screen, and have even run a few of our own cooking shows where people followed along from home and learned a recipe through video.

Russ

Office and Human Resources Manager

What's the biggest problem your team is solving?

Supporting remote systems in unforgiving environments across the world is hard work. It requires foresight from the initial stages of a project and a tight, honest feedback loop. I'm proud to be in a group focused on creative and proactive service solutions for our customers to increase the profitability of recycling. It's exciting work!

Chase

Robotics Operations Engineer

How has your career grown since starting at the company?

I've always wanted to contribute to something sustainable that I believed in and could be proud of. Working at AMP is a dream not only because I can see the immediate impact of my contribution but because it is a group of hard working, passionate, and lively people I love working with.

Siena

Quality Engineer

How do you empower your team to be more creative?

Recognize you have a lot to offer, yet also a lot to potentially learn—and be open to how and from who you learn, as well as how and who you can teach. Leading with respect for everyone’s different perspectives opens up so many ways we can unify them for the benefit of ourselves, our teams, and the customers we serve.

Maria

Production Team Lead

What unique initiatives do you have that encourage innovation?

AMP strikes a rare balance by melding the pursuit of a mission that benefits the planet with a set of ground-breaking technical challenges. Every difficult project at AMP directly leads to diversion of material from landfills, and as an engineer, that promise naturally ignites a passion for creative invention and determined problem solving.

Cameron

Mechanical Engineer

What are AMP Robotics Perks + Benefits

AMP Robotics Benefits Overview

AMP Robotics is an exciting place to work, and we have fun at the intersection of recycling, robotics, and artificial intelligence! The company offers employees benefits such as 401k, healthcare insurance, vision insurance, dental insurance, life insurance, short term disability coverage, and long term disability coverage. Many of these benefits extend to dependents as well.

Culture
Friends outside of work
Eat lunch together
Daily sync
Team owned deliverables
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
6 weeks maternity/paternity paid leave
Vacation & Time Off Benefits
Generous PTO
AMP offers two floating holidays that our team can use at their discretion throughout the year. Election Day is also a paid company holiday.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Game Room
Our game room includes board games.
Stocked Kitchen
Some Meals Provided
Employees get free lunch on Friday.
Parking
Pet Friendly
AMP welcomes well-behaved pets.
Recreational Clubs
AMP has a number of active social clubs, with outlets for those who like board games, gardening, fly fishing, hiking/climbing 14ers, and many more! We've hosted two virtual cooking demos this year.
Professional Development Benefits
Lunch and learns

Additional Perks + Benefits

Other stuff we do at AMP:

We recently introduced Zestful, an employee recognition tool. Our team members recognize each other for excellent work through Zestful, tying peer-to-peer recognitions to our core values. Team members accrue points in Zestful that can be used for rewards like HeadSpace subscriptions, meal kit deliveries, books, and even limited-run swag!

We leverage our engagement survey results at AMP. Gathering info from everyone on the team about what they want goes a long way so we can then execute on initiatives to continue to grow AMP in all the best ways.

And we have some pretty awesome weekly all hands meetings!

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