Services Coordinator
4 days ago
Job Description - Services Coordinator (009BW8)
Job Description- Review Customer's Purchase Order and validate the following information:
- Installed Products are eligible for services and correct
- Bill to Accounts and Installed at accounts are correct and active and payment condition (monthly, quarterly)
- PO validation process is followed (Pricing on Customer's Purchase Order match Customer's Pricelist or Service Quote, QLK approved with right approvers, PO booking checklist is completed, credit and risk review)
- Book and set billing plan:
- Enter and book Service Orders and Service Contracts in ERP system (SAP, Oracle or alternative country ERP)
- Enter and book Managed Services, Secure Power as-a-Service and Digital Contracts (EcoStruxure Asset Advisor) contracts
- Enter and book Recurring contracts and EcoStruxure Service Plans for Power Services
- Ensure all contract information are transferred to BFS
- Ensure the right gross margin is captured in ERP as per QLK
- Set appropriate billing plan in the ERP to ensure proper invoice generation
- In case of request for cancellation: inform Service Execution team and Terminate Service Orders and Contracts
- Issue a credit request if needed
- Set up the run book and other associated documents to help execute a Secure Power-as-a-Service
- Post Booking Executions:
- Apply Service Entitlements and PM Plans to the proper Service Contracts
- Create Service Work Orders associated to Service Orders with a good understanding of Scope of Work
- Provide booking confirmation to the customer (flow business) or SE project Engineers (complex contracts/modernization)
- Manage contracts coming into force (means of payment, bonds, insurances...)
- Support the Customer Success Manager for administrative activities
- For flow business:
- Requisition of services procurement (3rd party subcontractors)
- Notify appropriate parties (customers / SE stakeholders) of product shipping, site intervention dates, and any risks (safety or other)
- Manage order and coordinate with the planner, spare parts team, shipping team, sales, courier, and customers to ensure service is performed on time and no products are damaged
- Assist project execution team on contract administration obligations for delay notices, pricing and claims management, subcontract administration, record keeping
- Cancel New/Unscheduled Work orders if Service Orders or Contracts are cancelled
- Continue to manage the backlog and provide funnel transparency to a Service organization
- Manage invoicing and payment in close collaboration (credit management, tax department...)
- Management of customer-specific requests for invoicing and liaise with relevant teams for execution
- Review Customer's Purchase Order and validate the following information
- Coordination of customer reports
The ideal candidate will have the following skills and experience:
- Excellent customer service skills with the ability to resolve customer issues and be the main point of contact
- Demonstrated experience in a Service Planning/Coordination role along with ability to pick up technical information quickly
- Excellent planning, organizational, reporting skills
- Excellent verbal and written communication and ability to work as part of a team
- Excellent computer skills with experience in the use of the Microsoft suite, CRM and ERP
- Employs a customer-centric approach
- Knowledge of the IT industry, Data centers, electrical distribution and/or cooling systems would be an advantage
- Field Services Planners
- Service Order/Contract Administrators
- Services Sales and Bid teams
- Field Service Operations Manager
- Customer Care Centre
- Technical Support Teams
- Global Supply Chain
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