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Service Coordinator

2 months ago

Sydney, New South Wales, Australia Markem-Imaje Full time
Job Title: Service Planner

Markem-Imaje is a leading manufacturer of product identification and traceability solutions. We are seeking a skilled Service Planner to join our team.

Job Summary:

The Service Planner will serve as the primary interface for customers, responding to general inquiries and navigating our ERP system to process orders, returns, credits, debits, and service notifications. The successful candidate will interpret customer requirements, maintain necessary records, and track system accuracy to ensure data cleanliness.

Key Responsibilities:
  • Coordinate daily service calls, dispatch, and monitoring of inbound and outbound service calls to service engineers through SAP, Work Force Management (WFM), and Service Delivery Tool (SDT).
  • Prioritize call allocation per defined policies, including allocation of customers' break-fix requests to the helpdesk for troubleshooting.
  • Accountable for creating quotations for on-demand service work as per customers' requirements.
  • Liaise with customers on pre/post-service job updates, installation schedules, parts enquiries, purchase order follow-up, and all other service matters.
  • Liaise with service engineers regarding call status progress and updates.
  • Responsible for dealing with customer queries, complaints, claims, required support documents such as service reports and invoices, and escalating to the supervisor/manager for complex commercial decisions.
  • Accurate inventory movement in the ERP system and lead regular stock takes/audits to confirm stock accuracy and make necessary adjustments following approval processes.
  • Follow up on leads from the technical team and uncover opportunities to develop aftersales revenue related to contract conversion. Quote, propose, and enter contracts and create related jobs in SAP.
  • Work closely with CRM to ensure all Preventive Maintenance contract service requisitions are released and demand for parts is generated for the CRM team and track delivery to the field or customer sites.
  • Handle service invoice enquiries and escalate to the manager for any credits that may need to be applied.
  • Coordinate disposal/destruction of trade-in printers in accordance with company policy.
  • Utilize customer feedback, escalate consistent problem areas, and recommend improvements.
  • Other administrative duties as assigned.
Requirements:
  • Acquire and maintain Company product and service knowledge to satisfy customer and internal business needs.
  • Excellent data entry skills and attention to detail.
  • Excellent communication skills and interpretation of customer requirements.
  • Strong planning and organization and customer relationship skills.
  • Solid SAP knowledge or understanding of ERP processes.
  • Sound problem-solving skills and ability to resolve non-standard situations.
Qualifications and Experience:
  • Bachelor/Diploma of Business/Management or relevant trade qualifications will be advantageous with a minimum of 3 years of relevant work experience in a planning and coordination role.
  • Minimum 3 years of supply chain production and material planning experience.
  • Excellent interpersonal, communication skills in managing internal and external stakeholders.
  • Working knowledge of ERP/CRM systems (SAP, WFM, Salesforce).
  • Relevant work experience in industrial, engineering, coding industry is an added advantage.
What We Offer:
  • Growth opportunities within an international environment.
  • Performance bonus and yearly merit increase based on performance.
  • Free car park available.
  • Flexible work arrangement, including the option to work from home one day per week.
  • Employee Assistance Program (EAP).
Our Values:
  • Collaborative entrepreneurial spirit.
  • Winning through customers.
  • High ethical standards, openness, and trust.
  • Expectations for results.
  • Respect and value people.