Service Coordinator (on site)

1/ Coordination Tasks

• Handling of all incoming service requests and spare parts sales processing
• 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/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 Shipping Dept 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
• Attending team meetings
• Passing enquires to the relevant depts. i.e. Sales, Spares and Supplier Vendor Forms
• Provide cover during staff shortages
• Preparing costing for final invoicing

2/ Admin Tasks

• Maintain Service e-mail & Ticketing system database
• Processing service orders to ensure file is accurate and complete with all relevant documents, so it may be invoiced.
• 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 Dept of any changes
• Invoicing to final customer
• Any other relevant task to the job

TECHNICAL/JOB SPECIFIC SKILLS

Required:

• Well organized
• An adaptable, approachable and customer focused attitude
• Experience of working in a fast-paced, busy environment
• 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 tasks simultaneously
• Experience within the maritime industry is advantageous
• Fluent English language written and spoken
  
  

For external applicants only - please be aware that we require satisfactory pre-employment evidence and checks before you can commence employment with us.