Global Equipment Maintenance Coordinator

The role of the Field Service Coordinator is a crucial position within our organization, responsible for coordinating and planning Preventative Maintenance (PM) activities for our extensive range of medical equipment.

This position involves assisting internal and external customers through the Service Support Operations Centre via phone, email, and other communication platforms to facilitate PM service for our Australian, New Zealand, Fijian, and Papua New Guinean regions.

The Field Service Coordinator deals directly with customers, field engineers, service delivery managers, operations, and other stakeholders to ensure seamless communication and efficient maintenance.

• Scheduling and Dispatching Preventative Maintenance:
  • Extract and manipulate detailed PM data from multiple systems to effectively schedule maintenance within the required timeframe.
  • Refer to operating systems and accurately identify customer information such as contract entitlement, schedule dates, asset identifiers, and points of contact.
  • Manage Field Engineer PM appointment calendars by accurately populating them with PM appointment data.
  • Communicate with customers through various mediums to facilitate 'on-time' servicing.
  • Reschedule PM appointments as required, updating key stakeholders.
• Coordinate with stakeholders in meeting activities and contribute positively to improvement initiatives and maintenance issue resolution.
• Analyze PM data and asset location to efficiently schedule maintenance.
• Contribute to data cleansing activities as required.

• Act with professionalism, integrity, and a positive approach at all times.
• Be adaptable and flexible in a continually evolving environment.
• Demonstrate a continuous improvement mindset, contributing to process improvement.
• Prioritize work to ensure critical tasks are completed within the required timeframes.
• Develop solid product knowledge and a strong understanding of business functions within the organization.
• Work collaboratively as part of a team and adopt a flexible approach to increase and maintain quality of service.
• Build effective relationships with stakeholders within the organization and allocated territory, including but not limited to; Field Engineer Teams, Service Delivery Managers, Significant Service Event Case Manager, and Customer base.
• Apply the one-point-of-contact philosophy and build stakeholder confidence through all elements of the allocated portfolio.
• Adhere to procedures set down in SOPs while embracing a continuous improvement mindset to identify inefficiencies.
• On-going liaison and support function to the Field Engineer for Service Request specific requirements.
• Assist in maintaining SOP documents for internal and external audits in accordance with ISO 9001.
• Participate positively in team development through meetings and other planned events.

• Aware of and comply with the Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position.
• Complete all planned Quality & Compliance training within defined deadlines.
• Identify and report all customer quality or compliance concerns immediately to the Quality Organization.
• Identify and report any personal quality or compliance concerns immediately to the Quality Organization.
• Participate in continuous improvement activities by identifying and escalating process and product quality gaps, providing solutions when possible.

• Extensive coordination and planning experience in a dispersed operational environment.
• Experience using multiple operating platforms and systems, similar to ServiceMax, Salesforce, Genesys.
• Outstanding communication skills, both written and verbal.
• Advanced capabilities in using Microsoft Excel.
• Ability to work in a cross-functional matrix team environment nationally and internationally.
• Ability to manage self and tasks in a mature and timely manner, prioritizing effectively.
• Excellent organizational and administrative skills.
• Strong attention to detail.
• A calm and analytical approach to problem-solving, making decisions based on data analysis.
• Adoptive approach to change and flexibility.
• Willingness to work as part of a team and actively contribute to continuous improvement initiatives.