Service Coordinator – St. Johns, NL

The Service Coordinator is responsible for responding to customer requests and coordinating the appropriate service engineer(s) for both planned and unplanned service projects.

Serving as the primary point of contact for all service-related inquiries, the Service Coordinator provides timely, accurate, and effective support to both internal and external stakeholders. This role requires strong customer service skills, as it involves regular communication with customers ,partner companies, and Product Center personnel. The coordinator works closely with Sales and Project teams to deliver tailored solutions that efficiently and accurately meet customer needs.

• ‍Work Closely with the Project Management and Sales team to ensure good handover
• Create and review new work orders. Ensure that the correct customer information is set up in both ERP and CRM systems
• Participate in customer meetings when needed for resource planning scopes with Sales managers and communicate with the customer during the service and assist with inquiries.
• Responsible for supporting service project execution by coordinating resources, interfacing with Sales Support to ensure timely delivery of spares, securing required visas for FSEs, and assisting with the availability of necessary tooling.
• Create, coordinate, and manage work orders and service appointments for project-related service activities.
• Facilitate service job close-out with Service Engineers and follow up with the invoicing team to ensure accurate handover and invoicing.
• Collaborate closely with Sales, Project teams, and regional coordinators, and participate in routine meetings to optimize resource allocation and sharing across regions.
• Monitor and respond to customer inquiries received through CRM service email queues.
• Participate in KPI and P&L meetings and improvement plans.
• Collaborate with Department Managers to support decision-making on service projects.
• Provide backup support for regional service coordination pool and participate in the after-hours on-call rotation tosupport24/7 emergency coverage and email monitoring outside normal business hours.
• Carry out additional duties as deemed necessary by the Department Manager or Country Manager.

Authority

• Carry out actions when needed to prevent errors within service delivery and scope of work
• Assign and coordinate all service appointments and resources related to project-based services.
• Identify opportunities for process improvement and communicate procedural needs or recommendations to management.