Service and Maintenance Co-Ordinator

Summary

Service and Maintenance Co-Ordinator

• Matric
• Previous experience in the manufacturing and maintenance industry is not mandatory but will be beneficial.

• Handle planned activities, e.g. planned repairs, services, load tests, and on-call activities.
• Define material requirements for each service request, both planned and on-call.
• Arrange sub-contracted services and equipment, including rentals. Schedule and dispatch technicians.
• Generate service requests and job cards and assign them to technicians.
• Trigger the need for purchases.
• Review job costs such as labour, expense, and materials. Review charge lines of completed work before sending it to be invoiced. Maintain the service schedule for all sold work.
• Plan/assign/manage field labour hours to maximize profitability and productivity (direct labour average) at or above budgeted minimums without compromising safety or quality. Maintain open orders on the dispatch board.
• Assist technicians with the identification of required repair parts. Procure required materials, parts, equipment, and subcontract labour for work assignments.
• Process related paperwork upon completion of work assignments and within the accounting month that the work was performed.
• Process Purchase Requests through the system using established guidelines.
• Review performance of service jobs to ensure quotations accurately project labour hours, travel costs, rental costs, procured items, etc.
• Analyse and report to management any significant deviations from original job plans or scope of work changes.
• Arrange for technical guidance to customers and technicians and facilitate contact with appropriate resources to support the need.
• Facilitate the Operative Quoting process for leads brought in by the Technicians. Take appropriate action to ensure leads are quoted in a timely fashion or forward leads to other designated resources, for estimation and quotation, if required.
• Resolve customer complaints, within established guidelines, to the satisfaction of the customer and in the best interest of the company. Any unresolved issues should be quickly elevated to the next level of management for prompt resolution.
• Collect warranty information, monitor, and report any potential warranty or credit requests to the Service Manager prior to authorizing work. Communicate status with customer and authorize work, as appropriate, following established guidelines.
• Participate in weekly WIP meetings.
• Maintain and provide all safety-related documentation, per company guidelines.
• Assist the Service Manager in establishing training needs and requirements for all Service Technicians in the branch.
• Monitor and coordinate the maintenance of company equipment and assets to ensure they are in proper condition and in good working order.
• Assist the Service Manager with conducting spot inspections and audits of the service technicians’ equipment and vehicles and record the results.
• Perform invoicing preparation daily to meet company standards and continuously maintain the open orders report ensuring that the open orders report reflects the current status of active service work.
• Ensure 24-hour response is available or negotiate other agreeable actions with customers.
• Monitor the credit control list and assist in collection efforts of problem accounts, as needed. Consult Branch Manager prior to delivery of services or materials to accounts outstanding for over 60 days.
• Responsible for all miscellaneous activities within the branch such as shipping/receiving, shop cleanliness, walk-ins for parts, equipment/building maintenance, and answering phones.
• Ensure proper maintenance of all company-issued equipment, vehicles, and assets in a safe manner. Notify management of any deficiencies or equipment in need of repair. Other duties as assigned by supervisor.

Service and Maintenance Co Ordinator  
• Kempton Park , South Africa