Service Support Lead Coordinator

• Daily schedule and assign jobs to Customer Engineers and subcontractors in order to meet the Customer requirements for contracts, corrective actions, emergency calls, warranties, start ups
• Assure the execution of all the controls prescribed by I.T.C.
• Responsible for the day to day running of a team of Customer Engineers and Subcontractors (where applicable) in a given geographical area
• Control and constantly improve efficiency and productivity of CEs in the assigned area
• Cooperate with Service Sales teams to achieve sales objectives
  

Responsibilities and Measurement Criteria with Time investment Needed on Each:

(This will describe the overall core responsibilities of the role, decision making responsibilities etc.)

• Process new orders for T&M on ERP system in well-timed manner
• Schedule Service Requests maximizing efficiency, productivity and product knowledge of Customer engineers.
• Raise purchase orders for material and subcontracted labor, following Company Policies
• Ensure total discipline in the use of the ERP system
• Answer phone calls from Customer to solve emergency cases
• Follow up the completion of jobs, escalate issues.
• Invoice Customers as soon as a job has been completed and close relevant Service requests ((or handover these to the resp. admin teams (this depends on MU process and process split)).
• Provide updates about any slippage, re-scheduling of orders and issues revenue projection/forecast related, timely escalate possible capacity issues or material shortage
• Ensure efficiency, productivity targets are met, and workload is fairly distributed
• Help to achieve relevant KPI targets (PM completion, First time fix, Customer Engineer productivity, Customer Engineer efficiency)
• As a User, comply with the Company’s ITC policy
• Transfer leads to the sales team
  

Qualifications

Required/ Minimum Qualifications:

• School Background: secondary technical school or university degree
• Language skills: Native in MU local language (Dutch); Good English
• Technical / Functional skills:
• Minimum 3 years working experience in customer service area
• Computer Literate: Office associated programs, ERP systems
• Able to manage people and coordinate/run projects, manage change and stress
• Well organized and able to work under pressure
  

Additional / Preferred Qualifications: -

• None
  

Physical & Environmental Requirements: - (To be used majorly for manufacturing jobs.)

• None
  

Time Travel Needed

• None.
  

About The Team