Service Operations Dispatcher

_Kalmar is moving goods in critical supply chains around the world, with the vision to be the forerunner in sustainable material handling equipment and services._

**We're making every move count**:

- Leads the daily customer service for a team of Technicians
- Knows the customers’ installed base and service opportunities in the area
- Responsible for: daily customer service planning and execution on quality and on time, maintenance plans, long term maintenance forecasting.
- Accountable for: Customer satisfaction, quality of work, timely service, costs, work progress, work schedules, resources, materials / components requirements, safety, risks.

**On offer**:

- ** Competitive salary package commensurate with experience**
- ** Flexible work hours and hybrid working options available**
- ** Opportunity to work for a Global Company**
- ** Learning & Development opportunities to progress your career**
- ** Paid Parental Leave**
- ** Employee Assistance Program**
- ** Employee Referral Program**
- ** Paid Community Service Leave**

**Main tasks and responsibilities**:
General
- Oversees daily service planning and execution
- Ensure daily work allocation to Service Technicians are properly 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. (PM comment)

**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 p