Service Coordinator

Company Description

Every minute of every day, Smiths Detection’s threat detection and security screening technology helps to protect people and infrastructure, making the world a safer place.

Smiths Detection, part of Smiths Group is a global leader in the development, manufacture and management of security and detection solutions designed to make the world a safer place. Our technology provides threat detection and screening solutions for customers in our key markets: aviation, ports and borders, defence, and urban security.

Our expertise spans 21 global offices, seven manufacturing sites and five R&D centres, with a global network of 3,000 dedicated colleagues contributing towards over 40 years at the frontline of advances in safety and security.

This results in careers built on variety and the opportunity to work on a range of state-of-the-art solutions, where you can develop your knowledge and experience every day.

This person will have accountability for the coordination of the service administration requirements and be responsible for day to day administration of the role.

The incumbent must possess a proven track record for timely delivery and customer satisfaction and be proactive in their attitude to work.

• Ensure the Smiths Code of Corporate Responsibility and Business Ethics is upheld in all activities.
• Handle daily call logging, update call status and prepare daily work schedule. Report pending call status to Service Manager on daily basis for timely actions.
• Call coordination between Client and FSE and allocation of complaints to FSE. Effective and healthy communication with customer and team members.
• Daily entry of service reports and Time sheets in SAP for entire technical staff.
• Create service orders in SAP for warranty spare part replacement.
• Track work orders and close all completed work orders before the month end in SAP.
• Report the status of open service orders to Service Manager weekly basis.
• Timely communication and escalation of any issues to Service Manager.
• Create purchase requisition in SAP.
• Maintain the equipment master with timely update of new equipment and update new location of existing equipment.
• Timely preventive maintenance schedule for AMC and warranty equipment and update the PM Master.
• Filing of completed service reports on daily basis.
• Sending service reports, SAT & Handing over documents etc. to Accounts for billing immediately after the completion of work.
• Book the cost in correct service order or WBS and coordinate with accounts and Sales for information.
• Maintain engineer’s daily, weekly and monthly productivity reports.
• Coordination between Technical, Project and Logistics.
• Take charge of service coordination during the vacation of fellow Service Coordinator.
• Submit monthly KPI reports and other reports as required.
• Maintain and update leave planner & Sick leave tracker.
• Maintain records of service reports & site asset record files.
• Coordination between Engineers, Service Manager, Project Manager, Assistant Project Manager(Com), PRO & OM.
• Assist fellow Service Coordinator during month end closing on service reports entry in SAP.
• Collection of all monthly expense statements from team members of the department and enter in SAP (TRIP) on the date of closing of Accounts for the month and for OM’s approval.
• Ensure strict adherence to HSE policy of Company and Client.
• Ensure 100% customer satisfaction.

Good language skills in both Arabic and English required.

Education/Training: SAP experience is a must.

Computer literacy, competency in use of all programs within MS Office Suite.

Good administration and document control skills.

Experience:

A minimum of 2 years of related administration experience in a role within a service organisation.

Knowledge/

Skills:

Solid communications skills both verbal and written and a strong orientation for customer focus and teamwork.

Ability to plan and coordinate daily tasks, the prioritisation of own workload, ability to build good customer relations.

Must be organized and systematic with good attention to detail and the ability to work under press and strict…