Our global client requires an experienced Service Coordinator to join their team indefinitely.
Job Summary:
Support the Regional Service Manager and Service Operations lead to improve productivity by coordinating resources within their team, identifying and implementing improvements in the service booking process, and collaborating with regional admin teams to standardize processes across regions.
1. Process customer field service requests, use the service planning system to assign engineers and dates, and communicate proactively with customers regarding issues or queries.
2. Produce quotations using SAP, confirming prices and site availability.
3. Process customer orders and purchase orders, check availability, reserve in the system, and arrange engineers.
4. Coordinate with credit controllers regarding credit checks.
5. Arrange follow-up visits, spare parts, and ensure jobs are completed within established timescales.
6. Provide operational training to team members and compile data for analysis.
7. Review and improve internal admin processes in collaboration with regional teams.
8. Represent the regional admin team to management, communicating issues and improvement plans.
9. Coordinate cover during absences with regional teams.
10. Prioritize emails to maintain customer satisfaction.
11. Manage administrative and customer service support for scheduling, warranties, and contracts.
12. Deliver high-quality professional service to customers and colleagues.
Corporate Ethics:
Ensure adherence to corporate philosophy and values in HR policies and procedures.
Additional Responsibilities:
* Prepare service contracts for approval, maintain documentation, and set up customer information folders.
* Ensure service dates are entered into SharePoint, book support, and manage consumables.
* Prepare quotations for maintenance and repairs, arranging parts and support as needed.
* Maintain and monitor jobs in Leo and SAP to prevent backlogs.
* Test system updates and coordinate with management on go-live plans.
* Set up and maintain data for Engineers and Service Partners.
* Authorize and release purchase orders.
* Check SAP for open jobs, liaise with sales, and confirm customer requirements.
* Compile reports for managers.
* Record errors and suggest process improvements.
* Participate in team meetings to communicate policies and updates.
* Promote excellent customer service organization-wide.
* Handle general administrative tasks and housekeeping.
* Maintain compliance with legal and company requirements.
Personal and Technical Skills:
* Ability to develop and maintain relationships at all levels.
* Excellent presentation and communication skills.
* Highly organized with good prioritization skills.
* Ability to work under pressure with accuracy.
* Customer-centric attitude and passion for service.
Essential Qualifications:
IT Skills: Word, PowerPoint, SAP/CRM or equivalent, Excel, and databases.
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