Service Operations Dispatcher

6 months ago

Melbourne, Australia Kalmar Full time

Kalmar keeps global trade moving. Our innovative solutions contribute to every fourth container movement in the world and help transform the future of cargo handling. We believe in collaboration, delivering on our promises and that people make the difference._

**Purpose of the position**:
**Main tasks and responsibilities**:
General
- Oversees daily service planning and execution
- Ensure daily work allocation to Service Technicians arenproperly and fairly distributed to the team
- Ensures customer problems are attended to promptly and solutions are provided in a timely manner
- Manage the complete operations of the allocated sites, workshop and machines
- Ensure KPI’s are met in terms of utilisation, efficiency, overheads, costs etc.
- Ensure safety is exercised at all times
- Responsible for training staff
- Produce reports that are expected for the job and as required by the customer

Technical
- Keep abreast of the features and benefits of products
- Ensure that customer machines are back in operations within the specific time as per KPI’s agreed

Job reports
- Ensure job reports are filled out correctly
- Ensure that issues found during planned maintenance

checks are rectified within the shortest time possible
- Ensure that job reports are submitted to the administration team on a daily basis.

Quality
- Ensure that planned maintenance and corrective maintenance is carried out correctly and professionally
- Submit reports on quality to ensure timely rectifications /solution
- Carry out random quality checks on repairs and maintenance to ensure that Kalmar standards are adhered to

Technical reports
- Conduct technical investigations when required and submit the relevant reports for further action to be taken by Product Support in Finland (or elsewhere where

applicable)
- Write technical reports for Product Support where technical problems / defects are out of the ordinary

Workplace / workshop / assets
- Provide support (technical and administrative) to all staff in the department ensuring constant dialogue and effective means of communication
- Maintain the workshop in a clean, tidy and presentable manner at all times
- Ensure the system in the workshop / workplace maintains a smooth flow of work-in / output

Spare parts
- Make recommendations on the stocking of spare parts, especially when such is encountered in the field when new components are found / fitted

Tools
- Make recommendations for special tools and equipment to support products
- Ensure that there are the right tools and sufficient tools for the Service Technicians to carry out their jobs efficiently and correctly
- Ensure tools are used correctly
- Ensure measuring tools are calibrated at regular intervals to ensure they are correct
- Ensure capital equipment are used at an optimum level

Occupational Health & Safety (OH&S) compliance
- Ensure safety precautions are followed by staff at all times
- Ensure all incidents are logged in STEMS.

Additional
- Other duties as requested by your manager
- Ad-hoc assignments from time to time
- Prepares and finalises service orders, including parts ordering
- Keeps customer contacts, contract conditions and maintenance plans up to date
- Prepares service offers
- Approves the Technicians’ work time (daily)
- Prepares information for the country Service Manager to assist with decision-making
- Works in close cooperation with customer service contacts to proactively plan service and ensure customer’s operation uptime
- Works in close cooperation with other Dispatchers in the country for backup.
- Works in close cooperation with country OpX key user to ensure efficient and profitable operations
- Collect and compile information regarding warranty issues

**What you’ll need to succeed**:
Education
- Formal qualification in mechanical, electrical engineering or related area

Experience
- Minimum 5 years’ relevant experience in a heavy-machinery maintenance environment, preferably within the maritime industry
- Minimum 5 years’ experience in a maintenance planning role
- Ability to plan efficient service execution

Competencies
- Good customer communication, empathic, structured, service minded, customer-oriented
- Relationship building
- Team player
- Leadership, team player
- Local languages, English required

Skills & Knowledge
- In depth-knowledge of SAP
- Customer service skills
- Effective time management skills
- Sound analytical and numeracy skills
- Strong communication skills (written and verbal)
- Excellent interpersonal skills (ability to deal with all stakeholders in the business

**You will be part of**:
We offer you an opportunity to put your skills and experience into work and make an impact in our global organisation and the cargo handling industry. You will work together with great colleagues from various backgrounds inspired by shared, ambitious goals. We value collaboration in our open and inclusive culture. With us, you will have the opportunity to develop yourself

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