Role Overview

The Service Coordinator is responsible for the end to end handling of all the incoming service requests, both locally and globally, and is a key point of contact for our customers and providing a 24/7 worldwide service. This is a fast paced and challenging role because the ships we look after are constantly on the move. You need to be able to work out how to get the right part to the right ship, via the closest Service Engineer at the right time. It’s a perfect role for someone who thrives in a busy environment, enjoys working as part of a team and has experience in a customer facing role.

Key Responsibilities
 
Coordination
  • Handling of all incoming service requests for service and follow-up services - local and globally
  • Reviewing e-mails and prioritising responses taking into account time scales, time differences, shipment of spares, urgency, commitments to customers and outside assistance (Suppliers, Tech Support, Purchasing, Sales and Finance)
  • Liaising with ships agents worldwide to arrange the attendance and shipment of parts.
  • Responsible for service confirmation, quotations of worldwide services rates to customers including expenses and checking availability of spares.
  • Work closely with Service Supervisor and Engineers to plan the local services.
  • Responsible for agreeing scope of work and charge point with customer, ensuring the relevant purchase order is received if necessary.
  • Check customer financial data and if necessary prepare a pro-forma invoice and payment in advance
  • Liaising with the Shipping Department to arrange delivery of spares within given time scales, port location, local limitations etc.
  • Responsible for providing feedback/outcome of service to customer and providing solutions for follow-up services.
  • Arranging returns for defective and unused parts via RMA process
  • Working with Sales to organize installation projects and informing them of any retrofit opportunities.
  • Working together with your team on WIP reduction
  • Passing enquires to the relevant departments i.e. Sales, Spares and Supplier Vendor Forms
  • Provide cover during staff shortages (both local and other European offices).
  • Participate in a European 24/7 rota for out of office hours service attendances.
Administration
  • Maintain Service e-mail database
  • Processing service orders to ensure file is accurate and complete with all relevant documents, so it may be passed to invoicing.
  • Provide KPI data
  • Preparation of pro-forma invoices where Payment in Advance is required.
  • Maintaining the Installation Report Drive.
  • Maintaining the European WIP spreadsheet.
  • Ensuring ships equipment list is kept up to date and informing Warranty Department of any changes
Skills & Experience
  • Experience of working in a fast-paced, busy environment
  • Experience within the maritime or airline industry advantageous
  • Previous experience in a customer-facing or service coordination role is essential
  • Able to stay calm under pressure
  • A problem solving attitude
  • Ability to handle different task simultaneously
  • Good knowledge of MS office package
  • Fluent English language written and spoken
  • Strong administration skills
  • Time efficient and well organized
About Us
With over 100 years of history and expertise in navigation, we have established ourself as a major global provider of navigation solutions, including radars, compass systems, steering systems, speed logs, integrated bridge and control systems. We take pride in our commitment to provide 24/7support to all of our customers.

Our company grows because of our employees' dedication and commitment to achieving our mission, something we always remember. In return for working for us you will have access to a benefits package that provides you with flexibility to balance your professional career with your personal life, health & well-being benefits, discount schemes, pension benefits and investment in your future development.

We are committed to equality and diversity in our workplace. Northrop Grumman Sperry Marine provides equal employment opportunities to all employees and applicants without regard to an individual’s protected status, including race, ethnic origin, colour, nationality, national origin, ancestry, sex/gender, gender identity/expression, gender reassignment, sexual orientation, marriage/civil partnership, pregnancy/maternity, religion or belief, creed, age, disability, genetic information, or any other protected status or characteristic.