Monday to Friday Hours 8:30am-4:30pm or as otherwise agreed with Manager. General Summary: The Service Coordinator will oversee the overall planning and service work management ensuring that technicians are productive and jobs are completed on and time and within budget. This role will also be required to monitor the daily and periodic reports and adjust productivity trends. Responsibilities: Enter the schedules into the service planner ensuring that the technicians times are fully accounted for and productive meeting KPI's Work with contract sales teams to ensure that all contract requirements are accurately implemented Manage the regionalization and ensure that workloads and technicians are balanced in each region Work with customers to deliver to customer KPIs Periodically conduct a full review of the PM schedule ensuring that PMs workloads are balanced each month for the working days and the specific areas of work Review overdue WIP jobs each day and drive service teams to complete Maintain job profitably and within budget Implement and be involved in projects which drive Planning and tech efficiencies and productivity Regular engagement with customers and technicians to ensure customer satisfaction. Attend to phone calls from customers on a regular basis. Any other tasks as may be assigned by the company, upon consultation. Knowledge, Skills & Abilities Required: Minimum of 3 years' experience in planning and scheduling technicians Minimum of 3 years' experience running and managing service jobs Experience in setting up and monitoring customer service KPIs and reporting Ability to run and understand workflow reports and monitor trends Ability to analyse KPI reports and determine best solutions to resolve delivery or productivity issues Previous experience in having worked with technical and product information and service offering/standards an advantage Intermediate to advanced knowledge of Microsoft Office suite ERP knowledge, TSM an advantage. Ability to plan in advance including customer contact when booking One on one and small team training facilitation (apps, client portals, company processes etc) Efficient and timely problem solving skills Assertive, with a positive attitude Must have current drivers licence and own transport. Advance Excel Skills Pleasant telephone skills and ability to handle all day-to-day conversations (excluding technical areas). Key Performance Indicators [KPIs]: Tech revenue per day of > $1,500 TSM Margins > 45% Subcontractor margins > 35% Achieve 100% of customer KPIs Billable hours at 8h per day Minimum of > 15 doors per day Safety An employee has the primary duty of care to ensure the health and safety of workers (including sub-contractors) while they are at work in the business or undertaking. They are also responsible for ensuring work carried out does not carry risk to the health and safety of others, along with strict adherence to Safety Management Procedures and Policies. Education: Required Level: Diploma, Certificate IV in Customer Service or Business And Cert IV in Trainer's Training Additional Information: Physically fit, able to drive and meet customers where required. Predominantly office based. We are the ASSA ABLOY Group Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 52,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it's important to us to have diverse, inclusive teams, and we value different perspectives and experiences. More from the career section What it's like to work at ASSA ABLOY When you join our team, you will have plenty of chances to build a career you can be proud of. While you do, you will help us keep creating a safe, secure and more open world. Hear their stories from every corner of ASSA ABLOY, and learn how you could build your career with us. What to expect when you apply to ASSA ABLOY. Winston Salem, North Carolina, United States Finance Associate Mid-senior level Stockholm, Sweden Human Resources Associate #J-18808-Ljbffr
