Service Coordinator

Overview:
Perform usual Service coordination tasks, handle Service cases “from A to Z”, support Service Customers.

**Responsibilities**:
% of Time



Major Responsibilities

40%

1.

**_
Support Customers for their after Sales needs on MSA Products in Italy_**

1.1 Acknowledges and handle Customers’ requests and claims- 1.2 Prepares offers for one/off maintenance jobs, emergency jobs, maintenance contracts interventions (gather information, structure answer, calculate price etc)- 1.3 Enters and sends quotations, sends reminders, follows up- 1.4 Ensures availability and reliability of the information needed to enter and process orders- 1.5 Enters the field Service orders (one/off jobs, contracts orders, systems start-up orders, training orders ) and workshop repair orders (RMAs)- 1.6 Sets up maintenance contracts for new Customers with the data provided by Service Manager, Supervisors or technicians- 1.7 Renews expiring maintenance contracts and update them as needed- Backfills the peer Italian coordinator for the Workshop operations:_

**Workshop Service**
- 1.8 Creates RMAs on Customer’s request (Return Material Authorization)- 1.9 Calculates / issues quotations in CRM (spare parts, workshop repairs orders, maintenance orders ) for Inhouse Service jobs- 1.10 Enters the orders in the system- 1.11 Creates job confirmations, delivery notes, and invoices- 1.12 Ensures proper communication between workshop - warehouse (populates the shared file)- 1.13 Communicates to the Customer- 1.14 Works with other MSA repair centers for remote repairs: requests RMAs, ships, follows up on quotations, creates the POs, etc.20%

2.

**_
Invoice contracts and all other Service cases_**

2.1 Invoices Service orders whilst being consistent with CRM system, price list, specific rules etc.- 2.2 Follows up on post-invoicing activities- 2.3 Checks payment and follows up on unpaid bills30%

3.

**_
Organize and follow up maintenance jobs, Start-up jobs, emergency calls and training sessions_**

3.1 Monitors the backlog, schedules orders with the Customer- 3.2 Releases orders and initiate their execution with technicians- 3.3 Facilitates spare parts procurement / reservations etc- 3.4 Plans and organizes on demand maintenance interventions- 3.5 Follows up on interventions in conjunction with technicians and Customers- 3.6 Prepares the intervention (Supplier approvals forms, safety prevention plans, safety documentation, access authorizations, rental or shipment of equipment (cherry pickers etc), toolinglogistics etc.)- 3.7 Ensures administrative follow-up with subcontractors and MSA subsidiaries for "crossboarder" interventions- 3.8 Sends the “consuntivo” (SOAPS - Summary Of Additional Parts and Services) to get the additional orders for spare part used from Customers- 3.9 Sends specific reports /certificates that may be requested by the Customers- Backfills the peer Italian coordinator for the training activities:_

**Training activity**
- 3.10 Monitors the training certificates validity dates - sends reminders to Customers / ASPs (Authorized Service Partners)- 3.11 Schedules training sessions - issues quotations for training- 3.12 Coordinates training sessions with internal/external stakeholders - makes the relevant arrangements (rooms, meals etc)- 3.13 Issues training certificates10%

4.

**_
Perform various administrative tasks_**

4.2 Handles guarantee claims from channel partners

4.3 Updates client files and ensure proper archiving

4.4 Provides the information necessary for activity reporting and group processes (CQN, CATS, etc.)

4.5 Participates in the preparation of responses to tenders

Qualifications:
**High Level Requirements of Position**:
**Experience (required)**:

- 3 years in Sales or Service coordination
- English skills
- Being in contact with customers
- Organizing and planning activities
- Working cross-functionally with team members
- Good knowledge of the Italian territory
- Good knowledge of the Italian safety regulations (for on-site work)
- Good knowledge of the Italian trade regulations (admin, contracts, legal topics)

**Experience (preferred)**:

- Knowledge of SAP and SAPCRM
- Technical background

**Education (required)**:

- Bachelor or equivalent in technical-commercial field
- Italian language - fluency

**Education (preferred)**:
**Travel**:
0 %

**Budgetary Responsibility**:
N/A