Service Coordinator

Essential duties 

Financial / Commercial 

The correct use and protection of Canon assets. 

Customer 

Ensure prompt action is taken to address escalations. 

Provide customers with revised ETA, as required. 

Identify issues and provide solutions/strategies when customer SLAs cannot be met. 

Take initiative to pro-actively prevent customer dissatisfaction. 

All parts requests are processed accurately and in a timely manner. 

Ensure all urgent parts are ordered immediately to enable prompt delivery. 

Process 

Follow all scheduling processes and procedures 

Provide feedback and input to Team Leader/Supervisor regarding scheduling processes and procedures. 

Provide feedback to Team Leader/Supervisor regarding Technical Consultant training and performance. 

Provide feedback to Team Leader/Supervisor regarding user and system related issues in CDSS. 

Follow up on “Last Resort” process to ensure that parts are delivered as required. 

Assist with the identification and supply of required part numbers to Technical Consultants. 

People 

Encourage and facilitate the sharing of knowledge and information. 

Attend regular meetings with all Task Management staff. 

Escalate problems to appropriate Team Leader / Supervisor when necessary. 

Actively participate in the creation and ongoing evolution of your Personal Development Plan (PDP). 

Identify and act on opportunities to provide value-added services to customers. 

Qualifications and Experience 

Bachelor’s Degree Holder of any course 

At least 2 years related working experience in Customer Service role with exposure preferred but not required.