Services Coordinator

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)
· Manages contract coming into force (means of payment, bonds, insurances...)
· Support the Customer Success Manager for administrative activities
· For flow business:
· Requisition of services procurement (3 rd party subcontractors)
· Notify appropriate parties (customers / SE stakeholders) of product shipping, site intervention dates, and any risks (safety or other )
· Manage order and coordinating 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
· Manages 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

Desired profile

Qualifications :

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,
·  Collaborative mindset,
·  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,

This position works closely with the following key internal parties:

·  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

This position works closely with the following key external parties:

·  Customers
·  3 rd party contractors