Service Coordinator - Singapore - NORTHLAND CONTROLS PTE. LTD.

Description

Job Mission
The role of the Service Coordinator is to support the Service department. Northland manages break/fix service calls and preventative maintenance visits (PMTs) in over 70 countries across the world.

The model consists of using Northland engineers in the UK, Singapore, and the Bay Area in the US and Local Service Partners (LSPs) outside of these areas to execute all break/fix service calls and PMTs.

Responsibilities

• Planning and Organizing
• Arranging an engineer's visit to site within challenging service level agreements (SLAs).

• Managing Information

• Accurately recording and logging interactions with clients and LSPs for each service ticket to enable the information to be easily downloadable for creating reports for management.
• Taking ownership proactively managing service tickets through from opening to completion ensuring customer satisfaction.
• Communicating with the clients
• Ensuring all relevant parties are kept fully up to date on the status of service tickets.

• Communicating with LSPs

• Requesting their attendance to site and ensuring they are equipped with all information to help them to resolve the issue during the first visit.
• Taking part in daily hand over calls from region to region.

• Weekly client calls

• Professionally presenting open ticket reports to clients during weekly client meetings.
• Scheduling and Managing Preventative Maintenances
• Taking part in weekly meetings with management to review ongoing service calls.
• Present weekly reports and metrics to management providing status updates of all ongoing service calls in particular, proactively resolving problems ahead of time.
• Ensure data integrity is maintained on all tools and systems
• Ensure the culture and core values of the company are developed, promoted and maintained throughout the company at all times
• To continuously review current processes and practices with the aim of increasing efficiency and customer service
• Ensure effective communication between internal and external stakeholders
• Establish and maintain metrics to enable continuous improvements and efficiency gains
• To attend site meetings as required, representing the company in an effective and professional manner
• Take part and sometimes lead initiatives that will enhance company performance
• Such other duties as the management may from time to time reasonably require

Required Skills:

• Diploma or equivalent
• Excellent written and verbal communication skills.
• Intermediate Microsoft skills, including Word and Excel.
• High attention to detail
• Ability to work independently.
• Time management
• Problem solving and diplomacy skills
• Excellent customer service skills