Support Service Coordinator

3 weeks ago

Noida, India Iron Systems Full time

**Date Posted**:

- 3/15/2024

**Job Function**:

- Operations

**Location**:

- Noida UP - IND

**Offered Salary**:

- Competitive

**Role**:Support Service Coordinator - MCAL | Worker Availability and Offer Management**
**Region: USCA**
**Shift : Night Shift**
**Experience: 1-3 Years**

As a Support Service Coordinator (MCAL), you will be responsible for managing and handling Field Service Vendors and their Field Service engineers, ensuring their availability for various programs they're onboarded for. It also includes ensuring Worker assignment on every case/Work order, Escalation handling and keeping cross functional teams updated about the progress and final outcome.
- Should have hands on coordination experience with Vendors and their Workers or with direct workers. Also
- responsible for timely reporting to management about daily, weekly, quarterly, and monthly performance figures.
- As an MCAL coordinator, you should be able to leverage on your cost saving/negotiations skills to ensure every commercial transaction performed results in ledger savings for the company.
- As a team member in an ON-DEMAND Business environment, you are expected to be flexible in work schedules and willing to support outside shift hours on exception basis.
- **Scope Of Work**
- Perform monthly or biweekly availability checks with all the Field Support workers or vendors of onboarded engineers and keep the portal updated.
- Raise request with onboarding team for replacement in case of unavailability of approved/onboarded engineers.
- Deliver daily cost saving targets.
- Ability to perform multiple negotiations on cost proposed by workers or vendors.
- Identify risks in worker availability and propose risk mitigation plans to avoid business loss/reputation loss due to worker unavailability.
- Ensuring the Worker status is up to date on the Portal.
- Working closely with Incident management team to secure the approved/registered engineers for a particular project and according to the date of activity.
- On-Call Participation with cross functional teams.
- Closing/creating relevant tickets on portal.
- Creating New requisition where replacement is required.
- Providing support to Incident tickets raised by Incident management team by coordinating with vendors.

**Required Skills**:

- Excellent Communication
- Teamwork
- Problem solving
- Cost saving mindset
- Strong Escalation Handling
- Incident Handling
- Should have worked on ticketing portal (Ticketmaster, ServiceNow, SFDC, Freshdesk, Zendesk, Jira etc.)
- Risk Mitigation

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