Service Coordinator

Service Coordinator

Location: Cambourne
Hours: 08:00 to 16:30 - Hybrid working

Manpower Engineering are recruiting on behalf of our client who are an internationally leading technology company operating in the optics and optoelectronics industries. They are shaping technological progress and through its solutions is extending the horizon of the world of optics and associated areas.

The company consists of four segments: Semiconductor Manufacturing Technology, Industrial Quality & Research, Medical Technology and Consumer Markets.

Principal Purpose
The Service Coordinator plays a crucial role in ensuring that Field Service teams operate efficiently and effectively. By coordinating daily activities and liaising with customers and internal departments, the Service Coordinator helps achieve the goals of the RMS Service department while prioritizing exceptional customer satisfaction.

Principal Elements

Coordinating On-Site Visits
Schedule and organize visits for installations, relocations, preventative maintenance, and corrective maintenance. Confirm all service appointments in advance and allocate necessary resources and personnel for each visit. Maintain a detailed log of all service activities to support seamless operations and improve customer communication.
Managing FSE Calendars
Oversee the calendars of Field Service Engineers (FSEs) to maximize efficiency and utilization. Proactively schedule to anticipate service demands, minimize downtime, and regularly assess workload distribution for optimal performance and customer coverage.

Ensuring Data Accuracy
Adhere to CCT/SVO management processes, emphasizing data accuracy. Conduct regular audits to ensure data integrity and reliability. Provide training and support to team members on data management best practices, fostering accountability and precision.

Creating Quotations
Generate and follow up on quotations for non-contract service work and parts, ensuring quotes reflect the premium quality of services. Customize quotations to meet specific customer needs, demonstrating a commitment to personalized service. Follow up on unresolved quotations to convert opportunities into confirmed engagements.

Following Up on Open Quotations
Monitor and follow up on open quotations to ensure timely customer responses. Track quotations systematically, update customers regularly on status, and address any customer inquiries to facilitate decision-making.

Ordering and Tracking Parts
Order necessary parts for service tasks and track their delivery status to ensure timely service. Build strong supplier relationships for quick order turnaround. In cases of long lead times, escalate issues as needed, and proactively communicate with customers about potential delays.

Keeping Customers Informed
Maintain proactive customer communication throughout the service journey. Provide timely updates on service status, expected arrival times, and any scheduling changes. Establish feedback loops to gather customer insights and address concerns promptly.

Managing iBase Data Information
Oversee iBase data management, ensuring all information remains current and accurate. Regularly update records for changes in customer needs, service history, and equipment status. Use data analytics to identify trends and improvement opportunities, enhancing customer experience.

Effective Use of CRM and SAP
Utilize CRM, SAP, and other systems to streamline operations, logging all customer interactions and service activities accurately. Leverage these tools to produce reports that inform decisions and enhance service delivery.

Processing Service Contracts
Manage the creation, renewal, and tracking of service contracts to ensure compliance and customer satisfaction. Develop clear, comprehensive agreements that outline scope, pricing, and terms. Communicate proactively with customers on renewals and changes, ensuring they are fully informed and satisfied.

Administrative Tasks
Support Service Managers with any administrative tasks, ensuring efficiency and accuracy. Keep organized records of service activities, customer interactions, and processes to support team effectiveness.

Candidate Requirements

• Team Player: Able to collaborate effectively, fostering a positive team environment.
• Understanding of Service KPIs: Familiar with KPIs related to service, customer satisfaction, and operational efficiency.
• Adaptability to Change: Proactive attitude towards embracing change and adapting to new processes and technologies.
• Process Improvement Mindset: Actively seeks opportunities to improve service delivery.
• Strong Communication Skills: Excellent verbal and written skills for customer and internal interactions.
• Organizational Skills: Manages multiple tasks and priorities efficiently.
• Experience with SAP S/4HANA: Proficient in SAP S/4HANA for managing operations and data.
• Experience with Salesforce: Familiar with Salesforce for CRM and tracking interactions.
• Feedback-Oriented: Open to receiving and giving constructive feedback.
• Thrives in a Pressurized Environment: Maintains composure and delivers quality service under deadlines.
• Proficiency in Microsoft Office Suite: Strong skills in Word, Excel, PowerPoint, and Outlook for documentation, reporting, and communication.

Conclusion
The Service Coordinator role is essential for the success of the RMS Service department. Focused on communication, data accuracy, and customer satisfaction, this position greatly enhances team performance and overall service quality. A commitment to premium standards fosters long-term customer loyalty and success.

If you want to make a difference in return for great employee benefits and career development opportunities, then get in touch