Service Coordinator

Role summary:

Supervise the team of service technicians in dedicated territory by planning, coordinating, controlling, and directing their activities by close cooperation with Technician Coordinator. Acts as a link between customers and service technicians within dedicated team and territory. Supports Service Operations Leader in delivering expected results in service operational area. Provides administrative support to all service customers and service team, guarantee team cohesion, demonstrate constant teamwork and consultation within dedicated team and territory.

Responsibilities:

·       Forecast preparation for the area of responsibility, leading and deployment of service technicians’ team, granting the effective and fair allocation of load of work and their productivity.

·       Supervision of works to be executed with support of Technician Coordinator, in terms of technical and safety resources and requirements, according to complexity or urgency criteria, to ensure customer satisfaction.

·       Review Service Technicians’ reports and worksheets, as well as FSR’s technical reports and safety reports with support of Technician Coordinator (quality, data eqp-time-tech, attachments, finished? quote, comments, if it is signed and sent to the customer)

·       Propose productivity improvements and innovative actions regarding processes, organization, tools, etc.

·       Close cooperation with Sales Engineers

·       Manage the team by reassuring fulfilment of steps along all channels (Equipment, Rental and Service) processes

·       Organize and lead the weekly Coordination meeting together with Technician Coordinator, with feedback (backlog/forecast) to the various interlocutors

·       Coordinate service resources by scheduling SVC Technicians jobs, materials, and subcontractors to jobsites for completing all intervention in time

·       Generate Work Order Documents, dispatches technicians, and notifies customers

·       Review and track regular maintenance tasks – leak inspection, maintenance visits, vibrations etc. and planned them according to contract or need

·       Manage orders from the customers, collect all necessary documentation for service projects and report it properly in planning system and Oracle

·       Manage complete end to end direct procurement process in ORACLE, submit POs to subcontractors & vendors, order parts from the factory for service jobs, create receipts on completions.

·       Database and file system administration work – as orders, maintenance contracts, sold units, claim reports, invoices etc.

·       Ensure that the planned work and its completion is within safety rules (considering subcontractors works, waste management), follow site safety audits and customer site requests, act if necessary (stop work until appropriate solution known from EHS responsible)

·       Help to SVC team in maintaining customer satisfaction by investigating customer concerns, routing them to the assigned staff and responding to special requests

·       Collect warranty claims and report it out

·       Logs service start-up and service work requirements in job tracking system, all the related technical input, collect hand-over protocols, review warranty time

·       Follow up & check worksheets, quotations & orders, EQP deliveries. Prepare of the whole monthly invoicing for SVC & Parts, EQP and issue invoices, prepare invoices with proof of deliveries ready for posting keeping DSO on forecasted level

·       Quarterly administration stock check with spare parts team /compare with Oracle stock and to clear up Oracle stock with finance

Skills and qualifications:

·       Minimum high school education (preferred University education)

·       Minimum 3 years of experience in Coordination of work in service

·       Experience in leading or supervising a small team welcome

·       Customer orientation

·       Ability to build long-term relationship both with a customer and within the team

·       Very good organizational skills and attention to details

·       Ability to plan and set up priorities

·       Assertiveness and courage to speak up

·       Proactiveness and ability to take initiative

·       Ability to work under pressure

·       High computer literacy (ability to work in different systems and programs and good knowledge of MS Office)

·       English knowledge – communicative level