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Service Coordinator

2 months ago

Sydney, New South Wales, Australia Markem-Imaje Full time
About the Role

Markem-Imaje is a leading manufacturer of product identification and traceability solutions, offering a comprehensive range of reliable and innovative inkjet, thermal transfer, laser, print, and apply label systems. As a Service Coordinator, you will play a critical role in ensuring the success of our customers by providing exceptional service and support.

Key Responsibilities
  • Act as the primary interface for customers, responding to general inquiries and resolving issues in a timely and professional manner.
  • Navigate our Enterprise Resource Planning (ERP) system to process orders, returns, credits, debits, and service notifications.
  • Interpret customer requirements and maintain accurate records in the ERP system.
  • Track system accuracy, resolve discrepancies, and update records to ensure data cleanliness.
  • Identify and pursue opportunities for aftersales revenue and convert these into service contracts.
  • Resolve routine customer complaints and consistently deliver professional service to instill customer confidence and retain business.
What You Will Do
  • Coordinate, dispatch, and monitor inbound and outbound service calls to service engineers through SAP, Work Force Management (WFM), and Service Delivery Tool (SDT).
  • Prioritize call allocation based on defined policies, including allocation of customer break-fix requests to the helpdesk for troubleshooting.
  • Create quotations for on-demand service work as per customer requirements.
  • Liaise with customers on pre- and post-service job updates, installation schedules, parts inquiries, purchase order follow-ups, and other service matters.
  • Liaise with service engineers regarding call status progress and updates.
  • Deal with customer queries, complaints, claims, and required support documents such as service reports and invoices, escalating to the supervisor/manager for complex commercial decisions.
  • Accurately manage 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.
  • 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 inquiries and escalate to the manager for any credits that may need to be applied.
  • Coordinate the disposal/destruction of trade-in printers in accordance with company policy.
  • Utilize customer feedback, escalate consistent problem areas, and recommend improvements.
  • Perform other administrative duties as assigned.
Requirements
  • Achieve 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's or Diploma in 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 and communication skills in managing internal and external stakeholders.
  • Working knowledge of ERP/CRM systems (SAP, WFM, Salesforce).
  • Relevant work experience in the industrial, engineering, or coding industry is an added advantage.
About Markem-Imaje

Markem-Imaje is a trusted world manufacturer of product identification and traceability solutions, offering a full line of reliable and innovative inkjet, thermal transfer, laser, print, and apply label systems. We deliver fully integrated solutions that enable product quality and safety, regulatory and retailer compliance, better product recalls, and improved manufacturing processes.

We offer a collaborative entrepreneurial spirit, winning through customers, high ethical standards, openness, and trust, expectations for results, and respect and value for people. If you believe you match our values and have the experience we're looking for, then apply We can't wait to hear from you.