Service Coordinator

Position Title: 

Service Coordinator

Department: 

Service

Location: 

Reports To: 

Service Manager

Direct Reports:

N/A

Written By: 

General Manager, Aftermarket

Date: 

28 May 2024

Job Objective: 

The Service Coordinator is responsible for managing and coordinating services to ensure effective and efficient service delivery to customers. This role involves working closely with service technicians, customers, and other stakeholders to develop and implement service plans, monitor progress, and ensure high quality service delivery.

Duties and Responsibilities: 

Coordinate and schedule service technicians for routine maintenance, installations, and emergency repairs.

Optimise scheduling to ensure efficient use of service technician time and resources.

Facilitate all site entry and mobilisation requirements. 

Monitor service technician availability and adjust schedules to accommodate urgent requests and changes.

Assess the service needs of customers and recommend appropriate service plans tailored to their needs.

Ensure all costs are applied to service work orders in a timely manner.

Generate invoices post-service, in line with company guidelines.

Maintain and update relevant databases.

Maintain accurate and up to date records of customer interactions and service delivery.

Prepare reports on service utilisation, customer outcomes and effectiveness.

Assist in developing and improving service coordination processes and procedures.

In addition to the duties outlined above, you are also required to perform such other duties as may be directed by your supervisor or management provided these are within your competency or training.

Relationships: 

Internal:

Communicate effectively with service technicians to coordinate quick and efficient service delivery.

Foster positive working relationships with service technicians, ensuring clear communication and support.

Collaborate with other departments, such as sales and parts, to ensure seamless service delivery.

External:

Communicate effectively with customers to coordinate quick and efficient service delivery.

Develop and maintain external relationships.

Perform regular follow-ups to ensure ongoing customer satisfaction.

Qualifications, Experience, Knowledge, Skills, and Abilities: 

Excellent organisational and time management skills.

Strong communication and interpersonal skills.

Ability to work collaboratively within a team and with external parties.

Analytical Thinking

Problem-solving skills and attention to detail.

Ability to handle high-pressure situations and urgent requests with composure.

Proficiency in scheduling software and MS Office Suite.

Key Result Areas (linked to performance review):

Adaptability

Communicating

Customer Focus

Drive for Results

Relationship Building