Service Operations Coordinator

22 hours ago

Hamilton, Ontario, Canada L3HHCM20 Full time $60,000 - $90,000 per year

Service Operations Coordinator

Reference# 31142

Waterdown, Ontario

Primary Responsibilities 

  • Assist in the management and coordination of the end-to-end activities of the repair and upgrade process, to ensure successful completion and return of the customer's product.
  • Communicate to the internal Customer Service team, on a regular basis, the status of the service event actions including issues impacting delivery as promised and/or contracted.
  • Resolve and escalate issues impacting on time deliveries and revenue recognition
  • Participate in the maintenance of a capacity plan and repair schedule for the Service Centers
  • Provide repair routing guidance to the Customer Service team
  • Chair regular meetings with Service Centers and the internal teams to ensure customer and revenue commitments are being met
  • Track and communicate due in Returned Material Authorization (RMA) to the Service Center and Materials team. Pre-stage material and resources to meet customer commitments
  • Review customer documentation and liaise with Customer Service team as required to collect missing information.
  • Create and update work orders as required
  • Ensure repair data is complete and accurate in the ERP system
  • Update entries into U.S Government IUID registration site
  • Report Service Center RTAT overall and Customer experience RTAT
  • Ensure all required documents are uploaded in ERP LN
  • Proactively identify and resolve risks and obstacles to support successful outcomes and ensure smooth service delivery
  • Continuously enhance service center processes to reduce risk, eliminate barriers, and ensure efficient, accurate distribution of service data and information
  • Coordinate and document repair activities to ensure service centers remain on schedule and aligned with operational goals.

Required Capabilities 

  • Demonstrate ability to work in a fast-paced service-oriented environment
  • Understanding of Aerospace / High Tech industry is an asset
  • Effective communication skills and strong command of both written and oral English language
  • Strong organization, time management skills and attention to detail
  • Ability to multi-task and work under pressure
  • Strong analytical and problem-solving skills

Desired Education and Experiences 

  • Three (3) years experience in a Customer Administration or Repair Management environment
  • Knowledge of repair scheduling and capacity planning
  • Experience with Export Controls, ITAR and controlled goods a plus
  • Knowledge of ISO9000/AS9100 standards is an asset

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