Our Kardex Turkey dynamic and passionate team is growing! As a Service Coordinator in our Life Cycle Services (LCS) team, you are the first level support for services for our customers and you set the call priority. You are responsible to check SLA’s and to dispatch to the 2nd level colleagues. You manage the planning and scheduling of the 2nd level resources and monitor/control the ticket queue. You will plan the preventive maintenance according to the agreed SLA’s. Afterwards you check the readiness of the work and plan if needed follow up with the customer.
You will act as a brand ambassador by modelling the Kardex Remstar Core Values in every interaction with customers & colleagues and be the face of the Life Cycle Service department at our customer sites across the region.
You will act as a brand ambassador by modelling the Kardex Remstar Core Values in every interaction with customers & colleagues and be the face of the Life Cycle Service department at our customer sites across the region.
Aufgaben
- Plan preventive maintenance and services accordingly to the contracts and SLAs details
- Take action to give 1st line support towards the customer
- Plan activities technical staff following skill matrix (+/- 10 technicians)
- Review, check and follow up on previous planning and re-program services visits not done
- Communicate with project manager / administration & logistics / field management /LCS manager to setup & verify planning priorities
- Manage repeat visit/crash (offer, ordering parts, date of delivery for parts, communication with customer)
- Follow & update IT tools (B1/SAP Workforce Planner)
- Give feedback on work in progress to customers and local
- Single point of contact for the customer and registration if the customer request for maintenance, support or other items
- Setup and improved way of delivery of spare parts towards the engineers
- Control the spare parts stock & the customer spare parts kits
- Convert completed service jobs to quotation and submit for customer approval
- Taking booking records of the completed service jobs and proactive orders and recording to backlog (SA)
- Follow up the backlogs regularly
- Close the service case once the invoice is generated / Case Management
- Input the site operation data into the CRM
- Generate CRM records and tasks of the service contracts
- Generate Invoice for all the service jobs performed (1.1,1.2)
- Overdue Management & Follow up
Profil
- Technician or Technical formal education (Mechanic/ Electronic / Electrical/Mechatronic qualification)
- Experience in a similar role as a customer services support/specialist/responsible for a field services team in a multinational company
- Excellent knowledge of computer skills (MS Office, planning tool, ERP)
- Knowledge of Geographic planning management
- Ability to learn and follow specific, local service software applications (CRM/B1)
- Professional communication skills that is customer oriented
- Confident, strong assertive team player
- Good interpersonal skills, focused to offer top professional services
- Ambitious and performance/results oriented
- Willingness to travel
- English CEFR Level B1 (intermediate)
- Ability to work under stress, dealing with multiple various requests from the internal team and also external customers
- Ability to coordinate and follow up on field technicians tasks
- Ability to work in a structured and organized manner and to organize others activities
- Familiar with diagnostic methods / Methodological skills/Problem solver/Solution oriented mindset