Service Coordinator

ASSA ABLOY

 

Division/Company/Entity:

PDS New Zealand

Job Title:

Service Coordinator

Location:

Site Specific Location

Department:

AAES PDS Division

Reports to:

Customer Services Team Leader

 

 

Supervisory responsibilities:

No

 

Status:

 

Full Time/Part Time:

Full Time 40 hours per week

Work Schedule:

Monday to Friday Hours 8:30am-4:30pm or as otherwise agreed with Manager.

 

 

General Summary:

The Service Coordinator will oversee the overall planning and service work management ensuring that technicians are productive and jobs are completed on and time and within budget. This role will also be required to monitor the daily and periodic reports and adjust productivity trends.

Principle Duties &

Responsibilities:

  1. Enter the schedules into the service planner ensuring that the technicians times are fully accounted for and productive meeting KPI’s
  2. Work with contract sales teams to ensure that all contract requirements are accurately implemented
  3. Manage the regionalization and ensure that workloads and technicians are balanced in each region
  4. Work with customers to deliver to customer KPIs
  5. Periodically conduct a full review of the PM schedule ensuring that PMs workloads are balanced each month for the working days and the specific areas of work
  6. Review overdue WIP jobs each day and drive service teams to complete
  7. Maintain job profitably and within budget
  8. Implement and be involved in projects which drive Planning and tech efficiencies and productivity
  9. Regular engagement with customers and technicians to ensure customer satisfaction.
  10. Attend to phone calls from customers on a regular basis.
  11. Any other tasks as may be assigned by the company, upon consultation.   

 

 

Knowledge, Skills & Abilities Required:

  • Minimum of 3 years’ experience in planning and scheduling technicians
  • Minimum of 3 years’ experience  running and managing service jobs
  • Experience in setting up and monitoring customer service KPIs and reporting
  • Ability to run and understand workflow reports and monitor trends
  • Ability to analyse KPI reports and determine best solutions to resolve delivery or productivity issues
  • Previous experience in having worked with technical and product information and service offering/standards an advantage
  • Intermediate to advanced knowledge of Microsoft Office suite
  • ERP knowledge, TSM an advantage.
  • Ability to plan in advance including customer contact when booking

Special Competencies Required:

  • One on one and small team training facilitation (apps, client portals, company processes etc)
  • Efficient and timely problem solving skills
  • Assertive, with a positive attitude
  • Must have current drivers licence and own transport.
  • Advance Excel Skills
  • Pleasant telephone skills and ability to handle all day-to-day conversations (excluding technical areas).

Key Performance Indicators [KPIs]:

  • < 10% jobs overdue in the WIP report
  • Tech revenue per day of > $1,500
  • TSM Margins > 45%
  • Subcontractor margins > 35%
  • Achieve 100% of customer KPIs
  • Billable hours at 8h per day
  • Minimum of > 15 doors per day

Safety

An employee has the primary duty of care to ensure the health and safety of workers (including sub-contractors) while they are at work in the business or undertaking. They are also responsible for ensuring work carried out does not carry risk to the health and safety of others, along with strict adherence to Safety Management Procedures and Policies.

Education:

 

Required Level:

Diploma, Certificate IV in Customer Service or Business And Cert IV in Trainer’s Training

Additional Information:

Physically fit, able to drive and meet customers where required.  Predominantly office based.

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 52,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

Auckland, NZ, 1060

Customer Service & Contact Center Operations
Travel Required: 0%-10%
Entry level
24-Nov-2023