Overview
- Effectively manage and coordinate service activities to meet customer needs and expectations.
- Collaborates with internal teams such as sales, operations, and technical departments, to ensure smooth coordination and execution of service orders.
Job Responsibilities and Essential Duties
- Strategic Planning
- Receive calls from the customer.
- Schedule all Repair, Maintenance, Validation and Installation jobs.
- Schedule FSE on a daily basis (have to be aware where the FSE is at all times)
- Ensuring the equipment data base is updated at creation of jobs (once off)
- Creating all jobs in SAP (Reactive) (Maintenance jobs are populated via maintenance plans)
- (Installation jobs via a sales order)
- Daily hours recon for FSE's
- Daily and constant follow up with FSE's on their open jobs
- Maintaining and updating the Work In Progress jobs
- Quotations on open jobs if required.
- Liaising with customers if return visits are required and advising the customer the ETA of the parts ie updating the customer with relevant update for open jobs
- Checking Oxando connector (3 times a day) and clearing errors
- Assisting customers with any queries with regards to any jobs
- ZSH/RSH collaboration with regard to the FSE's and/or any customer issues
- Responding to customer emails/queries in a timely manner
- Build Quality into all aspects of their work by maintaining compliance to all quality requirements.
Minimum Requirements
- Minimum bachelor's degree
- Excellent knowledge of MS office Tools & SAP
- Technical Knowledge is preferable.
- Be knowledgeable of current risk management standards, Compliance, principles and frameworks.
- Minimum 0 3 years work experience
Required Knowledge, Skills, and Abilities
- Excellent interpersonal and communication skills
- Adaptability and Flexibility
- Time Management
- Customer Service Orientation
- Teamwork and Collaboration
- Organizational skills
