Service Coordinator – new – 1 mission

Job based in:  Ireland (Dublin)
Reports to: Service Manager
Contact: maureen.adair@apc.com

MISSION SUMMARY
This position is responsible for coordinating the process of scheduling various APC on-site customer services from the time the customer orders the product through the service event, including Start-Ups, Power Audits, scheduled and unscheduled service. This position fields question from the sales force regarding the various services offered, and responds to escalated Technical Support issues when On-Site Services are involved.

KEY TASKS AND RESPONSIBILITIES

· Customer identification and service contract detail. Upgrade the relevant info using SIEBEL and other company databases. Keep tracks of the customer details, address, contact person, as well for the partner details.
· Send the proper service documentation to the customer and partner in order to scheduled and plan the service activity. Support the customer and follow up the site preparation when is request.
· Coordinates Field Service Engineers (FSE’s) schedules to perform services rendered by APC, (i.e. Start-Ups, Power Audits, PM, and UM).
· Plan and scheduling the Service and maintenance activity across the area of responsibility.
· Collect the site report from FSE and partner, relevant information from customer site visit and relative invoice. Follow up the invoice payment.
· Be single point of contact for Service Partner used and dispatched by the Services group.
· Communicates with customers from the time they purchase a high-end unit through the actual Start-Ups to establish the customer’s needs in order to determine the level of service needed, and to provide an accurate quote for the service to be provided where necessary.
· Communicates with freight companies to determine estimated product and parts delivery dates.
· Responds to technical support issues escalated up from either the Technical Support or Inside Sales Teams for customers with On-site Service Warranties. Verifies that the Warranty is in effect, and dispatches an Engineer (either APC’s FSE or Third Party) based on the level of service the customer requires as identified by Technical Support.
· Responds to questions from the sales force regarding the various services offered by APC, including background information and “how to” information.
· Provides Proof of Performance documentation to customers so they can pay invoices submitted to them.
· Arranges order (RMA) and delivery of spare parts required by FSE and Service Partners to site within the required SLA timeframes.
· Arrange collection of used/unused spare parts from customer site in a timely manner after repair works are completed.
· Arrange for order of replacement batteries and other items required from 3rd party suppliers as required.
· Invoicing customers for local T+M works completed.
· Setup of customers on Oracle where T+M works are required by customer.
· Issuing reports to management on preventative maintenance visit status on a regular basis. Ensuring that Preventative Maintenance and Start-up and Unscheduled maintenance visits are carried out in accordance with the service level agreements in place with customers and partners.
· Issuing quotes to customers on foot of FSE recommendations or in response to customer queries for T+M services and or replacement parts/batteries.

Other Duties:
· Assists the Services team by providing information on APC policies and procedures when needed
· Other duties as required



QUALIFICATIONS AND EXPERIENCE

• (Desired/ No Required) Third level qualification in a business discipline or equivalent experience.
• Previous APC product experienced is a plus.
• An additional 1 - 3 years of customer service / interaction experience.
• Awareness / familiarity with electrical terminology and concepts.
• Strong computer skills such as word, excel, email etc.

SKILLS AND ABILITIES

Communication Skills:
· Written - ability to communicate in a clear and concise manner with internal and external customers.
· Verbal - ability to communicate in a clear and concise manner with internal and external customers via telephone or in person; must have an intelligent and professional demeanor in all verbal communications.
· Fluent English is mandatory.

Other Essential Requirements:
· Strong time management skills
· Handles multiple and conflicting priorities and effectively prioritises tasks in a fast-paced work environment.
· Detail oriented and able to meet deadlines
· Strong problem solving skills
· Work both independently and as part of a team
· Tactful and effective at dealing with difficult / irate customers