Technical Service Coordinator

3 weeks ago

Richmond Hill, Canada SICK Ltd. Full time

**ABOUT SICK**:
**Flexible Work Schedule** **This position has the expectation of roughly:

- 60% Work in Office
- 40% Work from Home

***:
This role is primarily responsible for the coordination of service delivery through the planning, organizing and deployment of technical personnel, technical parts and necessary purchase and/or billing requirements. This role provides assistance to Senior Manager, Field Service Operations to ensure all customer requirements are met and provided within the service portfolio. Support may also include special project activities, identification and promotion of training needs to meet customer competency requirements. This position will also act as level 1 technical service advisor as well.

**ESSENTIAL JOB FUNCTIONS**:

- Initiate service requests from customer, prepare service quotations, enter into CRM, and follow up on service quotations.
- Execute customer request for service, prepare service quotations, enter into CRM, and follow up on service quotations.
- Act as level 1 technical service advisor to help customers solve issues.
- Create and manage work schedules in the deployment of field service delivery with input from customers and our project team. Prepare and submit service mobilization forms and release to our field technicians.
- Issue customer satisfaction surveys and regularly reviews the service delivery process and provides feedback to Manager, Field Service and Technical Support.
- Reviews key performance indicators with service date met report to gage the reasons why service delivery standards were either met or not.
- Enters all new information into CRM and provides scheduled reports for contract coordination and reporting purposes.
- Provide general administrative support to department including preparation of training documentation, assisting with preparation of service contracts, support accounting with service related expenses and invoices.
- Creates project order in SAP to open service project, and coordinates document submission upon completion of service.
- Day to day effective communication with external services (i.e. Sales channels and customers).
- Coordinate service execution in collaboration with Customer Project Management for Process Automation (Oil and Gas) system projects.
- Coordinate and schedule resources from other SSU’s related to competence development or due to resource restraints.
- Audit and follow up service documentation to ensure timely submission, accuracy and completion.
- Participate in regularly scheduled daily huddle, project preparation and clarify scope and project needs to enhance service mobilization, project wrap up and inter-department meetings.
- Perform primary T&C review on received purchase orders in alignment with our operational procedures.
- Approve quotations, purchase orders, invoices and credits in alignment with our Delegation of Authority process.
- Participate in personal development initiative such as goal setting, performance dialogues and training activities.

**OTHER JOB FUNCTIONS**:

- Carry out other duties and responsibilities as may be assigned or required.

**SKILLS & ABILITIES**:
**Education**:

- Post-secondary degree from an accredited university, with a technical emphasis (preferred), or equivalent relevant experience.

**Experience**:

- Minimum 3 years of experience in a service deployment coordination role.
- Previous direct customer-facing experience (in person, online and by phone are acceptable).
- Minimum 3 years providing technical support and coordinating, oil and gas industry is an asset.
- Working in fast paced environment where innovation and improvements are culturally accepted.

Computer Skills:
Math Skills:

- Ability to add, subtract, multiply and divide.

Other Requirements:

- Legally permitted to work in Canada.
- Legally permitted to visit the United States.
- Valid Driver's Licence.

**CORE COMPETENCIES OF SICK**:
Mindset: Responsibility & Corporate Thinking Initiates and establishes long-term cooperation in order to achieve the aims of SICK 2.0. Takes responsibility for decisions and transfers this responsibility to collaborations with others.
- Cross Functional Cooperation
- Seeks possibilities for cooperation
- Actively approaches others and advocates exchanges of knowledge
- Acts within the overall context
- Managing Complexity
- Sets priorities
- Selects the appropriate approach and takes responsibility
- Creates connections

Mindset: Innovation and Effectiveness Actively creates openness and space for innovations and cultivates the change of perspectives in order to make new things accessible and effective.
- Inspiring Others
- Inspires performance motivation and strength
- Creates faith in success
- Shows proactive commitment
- Driving for Effectiveness
- Converts plans into actions
- Objective-oriented alignment of systems and processes
- Ensures a results-orientation

Mindset: Respect and Trust Cultivates commitment and dependability and thus strengthens tru

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