Service Support Lead Coordinator

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 Company’s 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.