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Service Coordinator

Date: 17-Nov-2021

Location: Taguig City, Philippines

Company: Canon

Purpose

The role of the Service Coordinator is to coordinate the scheduling and successful completion of all Tasks within Direct Service ensuring adherence to customer specific requirements, including, but not limited to, Service Level Agreements.

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.

Performance Measures

  • Prompt and effective administration of duties and responsibilities
  • Contribution to overall efficiencies of administrative tasks through continuous improvement initiatives
  • Demonstrated understanding of legal profession rules
  • Customer satisfaction and feedback
  • Response to changed workflow
  • Follows escalation path

 

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.