service coordinator

Reporting Into: Service Delivery Manager

Contract Type: Maternity Cover (9 - 12 months)

Job Location: Dublin 24

Date posted: 12th Sept 2018

Reference: CFMSC2

Background:

Our client, a scientific services company, is looking to add to their team by recruiting a Service Coordinator. This is an administrative position with responsibility for the planning and co-ordination of Field and In-house Technical Service jobs as directed by the Service Delivery Manager .

The role is responsible for:

• Planning of the service schedule by liaising with the Delivery Manager and Technical Service Team daily, as well as participation in the weekly scheduling meeting

• Setting up the contractable jobs in the CRM system and allocation to the correct Subject Matter Technical Specialist

• Confirmation of the Technical Support Specialist’s attendance on site and point of contact for all service based customer enquiries

• Organisation and administration of In-house jobs, including flow meter returns and the associated paperwork

• Organisation of test equipment and stock for site, and its return for calibration if required

• Processing hours for service team and invoicing service contracts

• Act as a back-up for phone coverage and sales administration as required

• Any other reasonable duty required by the Service Delivery Manager

Measures of success:

Quarterly performance metrics:

• Planning - Planned jobs created in line with contract renewal KPI

  • Measure - Problem creation 100% for 3 months preceding renewal

• Technical Service Calendar - Calendar populated ahead of schedule

  • Measure - All planned jobs allocated calendar space 100% each month

• Job Processing - Engineer hours processed in timely manner

  • Measure - Admin days KPI

• In house - In-house jobs scheduled and completed

  • Measure - In-house completion KPI and flowmeter jobs KPI

• Documentation - All pre-approval document sent to customer ahead of visit

  • Measure - All pre-approvals sent to customer on confirmation of visit.  Spot check by Delivery Manager

• Stock - All service stock managed and ordered for jobs ahead of time

  • Measure - All stock is ordered and allocated to service jobs ahead of the visit for logistics picking and packing. Repeat visit rate KPI

• Test equipment calibration - All test equipment collected and returned for calibration in timely manner

  • Measure - Technical equipment live listing managed to ensure availability for logistics 100% of visits

Knowledge & skills required:

• Self-driven, results-oriented with a positive outlook

• Strong customer focus with an ability to develop customer relationships and communicate with all levels of the business

• Self-confidence, good organisation skills and good attention to detail

• It is vital that the employee be motivated, enthusiastic with considerable problem-solving skills and an ability to work within the service team to meet deadlines, targets & goals

Minimum education required:

• Leaving Certificate with significant, relevant work experience

Minimum years’ experience required:

• Ideally 2 years working in a Service support role

Package on offer:

• Maternity cover (9 - 12 months), full-time position

• Salary - negotiable

• 20 days holidays per 12 month contract

• Free car parking

• Adjacent to public transport

If you are interested in this role, please select APPLY below. This will create an email to us, attach your CV (plus any additional information you'd like to submit) and we will be in touch with you.