Field Service Coordinator

Lectra Deutschland GmbH Sp. z o.o. Oddzial w Polsce

Field Service Coordinator

This position is responsible to ensure the delivery of professional Field Service to Lectra and Gerber customers in Central & Eastern Europe. It includes the daily management of customer accounts, field service dispatching, customer training, contracts, escalation and complaints. The position is a key role within the organisation to satisfy customer needs and motivate the field service team in regards to engagement and customer relation management.

Responsibilities:

• Planning & dispatching of Field Service Engineers


• Planning & management of preventive maintenance activities, audits, corrective maintenance visits


• Maintaining & managing the Field Service Engineers schedules


• Motivation and engagement of the team


• Ensuring Customer Care SLA’s are achieved & Customer satisfaction is prioritised at all times


• Handling of customer requests, queries and complaints


• Planning and organisation of installations & upgrades with members of the Customer Care Team


• Creation of work orders & quotations for customers


• Collaborate across boundaries in regards to internal and external departments


• Management of customer data using Lectra ERP tools


• Warranty management of parts (warranty claims)


• Support and close cooperation with Customer Care Manager and other Service Coordinators in EMEA North


• Support of Service Contract Managers with service contract offerings and follow-up

Requirements:

• Excellent organisational and planning skills


• Good knowledge of MS Office tools


• Knowledge of ERP Systems (Oracle, SAP, Salesforce; training on systems will be provided)


• Proven ability to communicate effectively and customer orientated


• Self-dependent working behaviour


• Open minded for further developments and good adaptability skills


• Capacity of teamwork and conflict management


• Proven ability to communicate effectively, verbally and in written form


• Customer orientation


• Language: Polish native level, English business fluent, German very welcome, other Eastern European languages very welcome