Service Support Lead Coordinator
Service Support Lead Coordinator
Posted on :
17-07-2025
Employer Active
1 Vacancy
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Job Description
Description
Brief Job Description:
- 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 Companys 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.
Required Experience:
IC
Employment Type
Full Time
Key Skills
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