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Service Operations Coordinator

Department: Service
Purpose of the job: Supports the Service Delivery Manager in the improvement of overall service delivery and client experience and is responsible for the Dispatching and Closing of all service and support related requests.

KEY ACCOUNTABILITIES:

  • Delivers service excellence daily in keeping with Amaranth Business Solutions Customer Service Philosophy.
  • Log service calls and dispatch resources as per established customer SLAs.
  • Answers all customer queries for service response and support and ensures that these are completed on time.
  • Generates all service invoices within 2 days of call completion and confirms that required parts and activities have been completed as per customer request.
  • Generates monthly Service Metric Reports to ensure KPI delivery, and actively participates in Root Cause Analysis if required to determine gaps and solutions.
  • Timely and accurate maintenance of People Management module in company’s ERP system with resource availability and their hardware and software certifications.
  • Supports the Service Delivery Manager with administrative / operational duties.
  • Prepares weekly reports on technical resource utilization, analyses data and provides recommendations to Management on resource optimization for improvements in service delivery.
  • Works with Service Supervisors or team leads to allocate resources based on forecasted requirements.
  • Works closely with Inventory Coordinator for the efficient distribution of parts to Service Technicians.
  • Prepare, supply and follow up with customer on service quotations. May be required to coordinate the quotations with the service engineer.
  • Supports the Managed Service Coordinator – ATMS as required.
  • Actively participate in team huddles and provide feedback on any issues impacting of service delivery.
  • Create POs as required by Service Delivery Manager.
  • Prepares ad-hoc reports as required.
  • Accepts and completes other related duties that may be assigned.

OTHER DUTIES AND RESPONSIBILITIES:

  • Attends department and other meetings when required.
  • Assists in annual and periodic Company stock counts.
  • Ensure compliance with HSE standards, practices and applicable legislation. Meets and exceeds all HSE KPI’s as agreed upon.

SUPERVISORY RESPONSIBILITIES:

  • N/A

KNOWLEDGE, SKILLS, ABILITIES & EXPERIENCE:

  • An Associate Degree in Business Management or any other related discipline; or any related combination of qualifications and experience.
  • A minimum of five (5) CXC / GCE O’ Level passes including Mathematics and English (I & II)
  • A minimum of two (2) years’ experience in service / customer coordination role or similar environment will be an asset.
  • Strong working knowledge in Microsoft Office Suite, in particular Word and Excel.
  • Results-oriented and target-driven.
  • Strong interpersonal, written and verbal communication skills.
  • Excellent planning, organizing & time management skills.
  • Conflict resolution and creative problem-solving skills.
  • Ability and willingness to learn and apply new technologies quickly.
  • Ability to work with minimal supervision and exercise commensurate levels of initiative and judgement.
  • Ability to remain calm when attending to unpleasant customers and complaints.
  • Attention to detail.
Job Summary

Location

Ground Floor, 17 Samaroo Trace. Aranguez. Trinidad and Tobago

Job Type

Full-Time

Salary

$????

Qualification

See job details

Experience

See Knowledge, Skills, Abilities & Experience

Expiry

N/A

Contact

careers.tt@amaranthbsl.com

If you would like to apply for this position, please send an email to:

careers.tt@amaranthbsl.com
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