
Senior Operations Coordinator
2 days ago
Job Overview
About the Role- The Service Coordinator is a key position within the organization, responsible for planning and scheduling tasks to optimize efficiency and productivity.
- Develop proficiency in utilizing internal software platforms to streamline work processes.
- Familiarize yourself with the branch territory to ensure effective planning and coordination.
- Maximize the use of Service Companion for all service deliveries.
- Organize schedules and plan service requirements daily, weekly, and monthly for all technicians within the branch.
- Prioritize visits, enquiries, call outs, and complaints to minimize pending services.
- Liaise with Sales and Service teams for urgent service visit appointments.
- Effectively manage customer service-related complaints or termination notifications.
- Enter accurate consumption data and TOS into SCP to ensure command centre account profitability reflects correct data.
- Update service data from dockets, log cards, service orders, and other sources into business systems in a timely manner.
- Coordinate with IT teams for new users, device issues, and system transitions.
- Review service reports with OM, OE, and BM, highlighting areas of concern.
- Assist management in monitoring technician service productivity and efficiency related KPIs.
- Achieve on-time service planning with zero pending services every month.
- Maintain monitoring of SCP active devices and usage on a weekly basis.
- Progressively improve State of Service (SOS) and meet SOS targets assigned by the branch.
- Minimize service backlog (meeting contractual obligations).
- Make informed decisions.
- Attention to detail and accuracy are crucial.
- Planning and organizational skills are essential.
- Analytical skills are required.
- Customer-centric approach is vital.
- Negotiation skills are necessary.
- Patiently handle dynamic service environment.
- Minimum graduation with 1-3 years of relevant experience managing a team.
- Basic computer skills for reporting and work management.
- Effective communication skills, including phone calls to external customers and internal technicians.
- Knowledge of the territory handled for planning.
- Ongoing travel may be required within the Division.
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