JOB FUNCTION:
The Service Coordinator is responsible for effectively managing all facets of the service group’s activities to surpass customer delivery expectations. This role ensures the company is represented professionally and ethically, adhering to a high standard of conduct while achieving the financial and commercial objectives of the organization.
SPECIFIC RESPONSIBILITIES:
- Serve as the primary point of contact for customers during service job execution, fostering sustainable relationships and managing customer requirements and inquiries through continuous communication.
- Coordinate, plan, schedule, and oversee all service jobs, ensuring the availability of necessary resources, spare parts, and logistics at the site.
- Enhance customer satisfaction by ensuring ABB meets its contractual obligations and business requirements, delivering quality services while effectively managing health, safety, and environmental concerns. Review the scope of work to ensure all parties adhere to their contractual commitments, particularly regarding claims and changes.
- Manage the service order process efficiently from quotation through to invoicing and cash collection.
- Oversee all necessary reporting and documentation, ensuring timely registration of all relevant data in the system, including service reports.
- Collaborate and coordinate with other ABB units and teams to align service activities and maximize sales opportunities, facilitating the transfer of service insights to local business units for product improvements.
- Provide high-level support to customers, maintaining close working relationships and offering consultancy to ensure products are maintained per manufacturer’s instructions.
- Represent the company by adhering to its code of conduct and safety regulations, working ethically to expand business activities while striving to meet and exceed customer expectations.
- Ensure all quality aspects and discipline in job execution, maintaining standard presentation of components post-service/repair, conducting final in-house job inspections, and managing documentation such as quotations, invoice preparation, service engineer expense approvals, and timely completion of service reports.
- Handle all aspects of commercial documentation and communication with a solid understanding of financial and legal considerations in contracting with customers and suppliers.
- Ensure all work complies with quality and safety procedures, company regulations, and meets legal and commercial requirements, delivering the financial controls and margins necessary to achieve company targets.
- Foster respectful communication within the service group, ensuring clarity and directness to strengthen team development.
- Review and assess shop and service reports, recommending and implementing corrective actions as needed.
PREFERRED QUALIFICATIONS:
- Technical background with an engineering degree.
- Exceptional verbal and written communication skills.
- Strong negotiation, persuasion, and influencing abilities in interactions with customers and shipyards.
- Proficient in presentation design and delivery, with the capability to manage service jobs and review technically complex service reports.
- Experience in the cruise industry and/or offshore oil and gas sectors.
- Over 3 years of experience in service-related roles within the marine industry or electrical engineering.
- Over 3 years of experience using SAP to track service orders, purchase orders, and work time.
- Strong focus on safety and quality concerning field projects.
- Excellent oral and written communication skills in English.
