Service Coordinator

5 months ago

Dartmouth, Canada Konecranes Full time

_At Konecranes, we believe that great customer experience is built on the people behind the Konecranes name - people committed to providing our customers with lifting equipment and services that lift their businesses. Everything we do, we do with passion and drive._
- We believe diversity drives business success and is the foundation for our growth. We welcome different backgrounds and skills that enrich our community and we promote a place where we can ALL be ourselves. This is what makes Konecranes a unique place to work._

**Position Title**: Schedule Coordinator (SC)

**Reports To**: Territory Operations Manager (TOM) or designate

As part of the Service Operations, you will be assisting with the service delivery in your assigned territory. You will be responsible for the _service requests flow through our management system and scheduling and dispatching service technicians_ to ensure the timely repairs and upgrades of customers’ equipment.

**Principal Responsibilities**:

- Be engaged and aware of your Territories’ overall Service Operations and customer needs.
- Close communication and interaction with the Service Manager and Coordinators.
- Generate new service requests in the system when necessary. Attach all pertinent documentation
- Manage the schedule of service work for assigned customers and field operatives.
- Maintain Planning Board in Siebel to ensure all internal stakeholders can view updated schedule. Proactively communicate with field operatives and local management when needed.
- Track and receive materials required.
- Arrange for necessary rental equipment, as well as subcontracting when needed.
- Communicate with customers and internal stakeholders throughout projects.
- Arrange subcontracted services and equipment, including rentals.
- Open service requests and schedule field operatives to respond to emergency breakdowns.
- Review invoicing details of completed work before moving forward with the invoicing process.
- Review completed actions in the service request for completion and accuracy.
- Monitor work packages and trackers within the system to ensure the service request are progressing. Communicate with Service Manager all concerns.
- Create appropriate charge lines for services provided to the customer. Ensure charge lines match customer purchase order when necessary.
- Forward leads by the Field Operatives to designated resources for estimation and quotation
- Perform invoicing preparation daily to meet company standards.
- Continuously maintain the Work-in-Progress Report (WIP) ensuring it reflects the current status of active service work.
- Ensure any hourly time issues are addressed before sending jobs to invoicing.
- Coordinate with Service Manager and Territory Operations Manager to make sure problematic jobs receive the proper attention.
- Review job performance and lessons learned while providing feedback to other coordinators or the Sales teams.
- Follow and assist in the enforcement of all safety rules and procedures including those established by the customer.
- Resourceful and willingness to support in emergency breakdowns until customer equipment is functional.
- Other duties as assigned

**EDUCATION**:Bachelor’s degree preferred, prior equivalent experience and training will be considered.

**EXPERIENCE**:Minimum 7 years experience in industrial service and/or dispatching business preferred. Must be customer oriented. Able to prioritize and multi-task in a fast pace service environment. Excellent communication and people skills. Very strong systems and PC skills.

**Job Types**: Full-time, Permanent

Pay: $47,000.00-$57,000.00 per year

**Benefits**:

- Dental care
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision care

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

Work Location: In person

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