Service Co-ordinator

Position Summary: Reporting to the Global Service Director, with a dotted line to the Regional Service Manager, this position is responsible for overseeing and managing service operations to ensure efficiency, customer satisfaction, and alignment with business objectives. The position is responsible for service scheduling, customer communication, documentation management, quotation support, and maintaining operational workflows that improve overall service and sales performance. Key Responsibilities, not limited to: 1. Service Coordination Customer Support: • Coordinate and schedule field service activities, ensuring technicians are assigned, equipped, and prepared for each job. • Communicate with customers to confirm service availability, site readiness, safety requirements, and project details. • Respond promptly to customer inquiries regarding service requests, replacement parts, technical information, and billing adjustments. • Process service and spare‑parts quote requests, including cost estimation, scope definition, and pricing validation. • Manage the complete order lifecycle: creation, release, entry into ERP/JDE, and follow-up through completion. • Maintain service files and documentation, including open/closed orders, correspondence, quotations, and activity logs. • Prepare and distribute technician service packets, drawings, and required documentation. • Support emergency requests for technician information, parts, or documentation. • Collect service reports, time sheets, and expenses and ensure accurate invoicing for completed service work. • Enter MRAs when requested by technicians or customers. 2. Scheduling, Forecasting Backlog Management • Maintain and update the field service schedule, ensuring all jobs are assigned and resourced. • Forecast upcoming service needs and collaborate with management on monthly service revenue and workload forecasting. • Update the field service backlog weekly and participate in backlog review meetings. • Track and report technician activity, including total calls and days on assignment. 3. Sales Operations Internal Process Support • Develop, document, and improve internal processes related to quoting, order processing, and service workflow efficiency. • Identify opportunities to streamline handoffs between Sales, Project Management, and Operations. • Support deal closures by coordinating required documentation (POs, SOWs, service agreements, etc.). • Assist Sales Leadership with customer questions, quote follow-up, and deal strategy coordination. • Process service orders submitted through the online portal and ensure accuracy within ERP/JDE approval workflows. 4. Reporting, KPIs Performance Insights • Monitor and report on key service and sales metrics, including: o Quote/backlog pipeline health o Service schedule efficiency o Forecast accuracy o Technician utilization o Revenue attainment • Build and maintain dashboards, weekly/monthly reports, and data insights that support management decision‑making. • Identify performance gaps and recommend corrective actions or process improvements. • Support sales and service performance initiatives such as pipeline reviews, scorecards, and productivity programs. 5. Cross-Functional Collaboration • Work closely with Finance, Operations, PMO, and Delivery teams to ensure accurate billing, margin analysis, and resource planning. • Facilitate communication between Service, Sales, and Operations to prevent bottlenecks and ensure customer commitments are delivered successfully. • Support the fulfilment of ETS’ Code of Conduct in interactions with customers and internal/external partners.