Field Service Coordinator (m/w/d)

This position is responsible to ensure the delivery of professional Field Service to Lectra and Gerber customers in Central & Eastern Europe. It includes the daily management of customer accounts, field service dispatching, customer training, contracts, escalation and complaints. The position is a key role within the organisation to satisfy customer needs and motivate the field service team in regards to engagement and customer relation management.

Responsibilities

• Planning & dispatching of Field Service Engineers
• Planning & management of preventive maintenance activities, audits, corrective maintenance visits
• Maintaining & managing the Field Service Engineers schedules
• Motivation and engagement of the team
• Ensuring Customer Care SLA’s are achieved & Customer satisfaction is prioritised at all times
• Handling of customer requests, queries and complaints
• Planning and organisation of installations & upgrades with members of the Customer Care Team
• Creation of work orders & quotations for customers
• Collaborate across boundaries in regards to internal and external departments
• Management of customer data using Lectra ERP tools
• Warranty management of parts (warranty claims)
• Support and close cooperation with Customer Care Manager and other Service Coordinators in EMEA North
• Support of Service Contract Managers with service contract offerings and follow-up

Requirements

• Excellent organisational and planning skills
• Good knowledge of MS Office tools
• Knowledge of ERP Systems (Oracle, SAP, Salesforce; training on systems will be provided)
• Proven ability to communicate effectively and customer orientated
• Open minded for further developments and good adaptability skills
• Capacity of teamwork and conflict management
• Proven ability to communicate effectively, verbally and in written form
• Customer orientation
• Language: German native level, English business fluent, Polish very welcome, other Eastern European languages very welcome