Service Coordinator Bardi

Service Coordinator
Bardi
Emilia Romagna, Bardi

Overview:

Perform usual Service coordination tasks, handle Service cases "from A to Z", support Service Customers.

**Responsibilities**:

- % of Time

Major Responsibilities

40%

1.

**_

Support Customers for their after Sales needs on MSA Products in Italy_

**Workshop Service

- 1. 1 Creates RMAs on Customer's request (Return Material Authorization)- 1. 2 Calculates / issues quotations in CRM (spare parts, workshop repairs orders, maintenance orders ) for Inhouse Service jobs- 1. 3 Enters the orders in the system- 1. 4 Creates job confirmations, delivery notes, and invoices- 1. 5 Ensures proper communication between workshop - warehouse (populates the shared file)- 1. 6 Communicates to the Customer- 1. 7 Works with other MSA repair centers for remote repairs: requests RMAs, ships, follows up on quotations, creates the POs, etc. - Backfills the peer Italian coordinator for the Field Service operations:_

**Field Service

- 1. 8 Acknowledges and handles Customers' requests and claims- 1. 9 Prepares offers for one/off maintenance jobs, emergency jobs, maintenance contracts interventions (gather information, structure answer, calculate price etc)- 1. 10 Enters and sends quotations, send reminders, follow up- 1. 11 Ensures availability and reliability of the information needed to enter and process orders- 1. 12 Enters the field Service orders (one/off jobs, contracts orders, start-up orders, training orders ) and workshop repair orders (RMAs)- 1. 13 Sets up maintenance contracts for new Customers with the data provided by Service Manager and technicians- 1. 14 Renews expiring maintenance contracts and update them as needed20%

2.

**_

Invoice contracts and all other Service cases_

2. 1 Invoices Service orders whilst being consistent with CRM system, price list, specific rules etc. - 2. 2 Follows up on post-invoicing activities- 2. 3 Checks payment and follows up on unpaid bills20%

3.

**_

Organize and follow up maintenance jobs, start up jobs, emergency calls and training sessions_

3. 1 Monitors the backlog, schedules orders with the Customer- 3. 2 Releases orders and initiate their execution with technicians- 3. 3 Facilitates spare parts procurement / reservations etc- 3. 4 Plans and organizes on demand maintenance interventions- 3. 5 Follows up on interventions in conjunction with technicians and Customers- 3. 6 Prepares the intervention (Supplier approvals forms, safety prevention plans, safety documentation, access authorizations, rental or shipment of equipment (cherry pickers etc), toolinglogistics etc.

)- 3. 7 Ensures administrative follow-up with subcontractors and MSA subsidiaries for "crossboarder" interventions- 3. 8 Sends the "consuntivo" (SOAPS - Summary Of Additional Parts and Services) to get the additional orders for spare part used from Customers- 3. 9 Sends specific reports /certificates that may be requested by the Customers**Training activity

- 3. 10 Monitors the training certificates validity dates - sends reminders to Customers / ASPs (Authorized Service Partners)- 3. 11 Schedules training sessions - issues quotations for training- 3. 12 Coordinates training sessions with internal/external stakeholders - makes the relevant arrangements (rooms, meals etc)- 3. 13 Issues training certificates20%

4.

**_

Perform various administrative tasks_

4. 2 Handles guarantee claims from channel partners

4. 3 Updates client files and ensure proper archiving

4. 4 Provides the information necessary for activity reporting and group processes (CQN, CATS, etc.

)

4. 5 Participates in the preparation of responses to tenders

Qualifications:

**High Level Requirements of Position**:

**Experience (required)**:

- 2/3 Years as a multi-skilled assistant

- Being in contact with customers

- Organizing and planning activities

- Working cross-functionally with team members

- Good knowledge of the Italian territory

- Good knowledge of the Italian safety regulations (for on-site work)

- Good knowledge of the Italian trade regulations (admin, contracts, legal topics)

**Experience (preferred)**:

- Knowledge of SAP and SAPCRM

- English skills

**Education (required)**:

- Bachelor or equivalent in technical-commercial field

- Italian language (native or fluent)