Service Coordinator

Position Overview

The Service Coordinator is entrusted with overseeing and orchestrating the delivery of customer services to ensure efficiency and effectiveness. The role requires collaboration with service technicians, customers, and various stakeholders to design and implement service strategies, track progress, and uphold high standards of service quality.

Key Responsibilities

• Schedule and coordinate service technicians for routine maintenance, installations, and urgent repairs.
• Maximize scheduling efficiency to optimize the utilization of technician time and resources.
• Manage all necessary site entry procedures and mobilization requirements.
• Track technician availability, making schedule adjustments to accommodate urgent or changing requests.
• Evaluate customer service needs and recommend tailored service plans accordingly.
• Ensure timely application of all costs to service work orders.
• Generate invoices after service completion, adhering strictly to company policies.
• Maintain and regularly update relevant service databases and records.
• Keep precise records of customer interactions and service delivery outcomes.
• Prepare analytical reports on service usage, customer satisfaction, and overall service effectiveness.
• Contribute to the development and refinement of service coordination processes and procedures.
• Fulfill additional duties as assigned by supervisors or management within the scope of competence and training.

Relationship Management

• Maintain clear and effective communication with service technicians to ensure prompt and efficient service delivery.
• Build and nurture positive working relationships internally across departments including sales and parts.
• Engage professionally with customers to coordinate seamless service experiences and ensure their satisfaction through regular follow-ups.
• Develop and sustain beneficial external relationships.

Qualifications & Skills

• Outstanding organisational and time management abilities.
• Excellent communication and interpersonal skills.
• Proven capacity to collaborate effectively within teams and with external partners.
• Strong analytical thinking coupled with problem-solving aptitude and attention to detail.
• Capability to maintain composure under pressure and handle urgent service requests efficiently.
• Proficiency in scheduling software and Microsoft Office Suite.

Performance Focus Areas

• Adaptability to changing situations.
• Effective communication skills.
• Customer-centric approach.
• Results-driven mindset.
• Relationship building and maintenance.