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Service Coordinator, Crowborough, East Sussex, UK

Job Function
Administrative Support
Date Posted
13 August 2019

Job reference: UK068
Job position- Service Coordinator 
Job location- Crowborough, East Sussex, UK

Company Profile
Servomex, the world leader in gas analysis is currently recruiting for a Service Coordinator.
Servomex is the leading provider of reliable, accurate and stable gas measurement solutions to industries across the globe.
An acknowledged innovator in gas analysis technologies for more than 60 years, the company's continual leading edge in R&D and manufacturing ensure the delivery of high-performance, cost-effective solutions through a portfolio of dependable products ranging from portable gas analysers to complex process solutions. The company operates at the forefront of the industry and works with leading multi-national companies spanning the hydrocarbon processing, industrial gas, power, semiconductor and healthcare markets. As a truly global organisation, product innovation, excellent levels of customer service and talented people are fundamental to our future success.

Job description:
The Service Coordinator will provide support and scheduling of service within the department, ensuring timely responses to internal and external customers exceeding customer expectations. Service Coordinator serves as a commercial “expert” ensuring Servomex policies are preserved throughout the transaction process.
Key Responsibilities will be:

Handle customer and channel partner telephone calls and emails, in a timely manner, providing excellent customer service and adhering to departmental operating procedures and recommending improvements where applicable.
Provide return authorization numbers to customers in a timely manner and provide commercially compliant quotations
Promote and follow up new service business at every opportunity
Document within SAP arrival of units for repair
Follow up on open quotations to obtain purchase order approval
Process orders forwarded by customers, entering them into the SAP system, ensuring company policies and procedures are maintained, and providing notification to service of approval
Verify and document taxable customers according to departmental operating procedures.
Keep customers and channel partners informed of the progress of their repairs and proactively inform them about delays experienced during the repair process
Facilitate the credit evaluation process for new customers through collaboration with Accounting
Administer the rental program and assist in ensuring units are available in a timely manner
Provide commercial invoices and packing lists for customer approval and coordinate importation as required; follow-up with local broker and freight forwarder or customer freight forwarders to ensure pending shipments are realized in a timely manner
Responsible for filing related departmental documents
Document customer feedback/VOC related to service process and product issues
As a secondary measure, assist with collections of past due invoices, together with Finance and Service management
Provide coordination of field service
Any other duties and responsibilities as determined by Service management

Candidate Specification:

A proven track record in carrying out a service coordination support function within a technical environment demonstrating strong skills in customer advocacy
Commercial mind with technical inclinations; ability to understand technical aspects of our products and services
Multi-tasking; ability to constantly prioritize according to demand and adhere to standard work requirements
Proficient in Microsoft Office, SAP and experience
Experience with contract review or participation with negotiating terms and conditions of a contract preferred
Fluent in spoken and written English – multilingual a plus
Lean Six Sigma experience (Green Belt) or equivalent a plus 8. Degree in business, finance or similar discipline; equivalent experience will be considered

Servomex offers a comprehensive salary and benefits package commensurate with its status as a world class organisation committed to high performance, customer focus and employee empowerment.