Sr. Service Coordinator / Sr. Service and Project Administrator
Schneider Electric
Total years of experience :20 years, 8 Months
Planning and Managing all CF (Customer First) contracts/SLA (Service Level Agreement)/ Annual Maintenance Contracts deliverables in Saudi Arabia and Bahrain.
Serves as a main point of contact for service customers to ensure expectations are met.
Handles incoming customer service requests via the phone or email, resulting in a service work order to begin the scheduling and dispatching process.
Schedules and dispatches activities and resources to execute Service Agreements and customer requests.
Handles decisions regarding the scheduling and movement of resources and material. Schedules and dispatches resources to meet customer expectations based upon nature of call, urgency, contractual obligation, available resources and customer needs.
Orders and tracks parts and sub-contractors in support of maintenance plans and service calls. Utilizes the SAP service platform to generate, schedule, dispatch and close out work orders.
Proactively follows-up with customers after completion of services to ensure a high level of satisfaction with quality of work received.
Fully In charge on initiating, planning, support in execution, monitoring & controlling and successfully closing all deliverables in the services orders.
Fully In charge in Planning, scheduling, vacation and utilization for all Service Team.
Responsible for customer satisfaction.
Support the service leaders in managing the service crew.
Support the Service Sales in identifying a new opportunities and how to secure the orders.
Support the Project Team.
Provide service consultation as appropriate.
Manage all resources in Saudi Arabia and Bahrain, for Projects and Services, and fully in charge on their utilization.
Manage all service demands (short and long term) for Saudi Arabia sites (Aramco, SABIC, Saudi Electricity, SAMREF and other plants related to private companies) and Bahrain (BAPCO) including the associated activities such, Training, Spare Parts, Service proposal, receiving POs & acknowledge it, allocate the resources, coordinate for the engineer’s mob & demobilization, colleting customer timesheet from the engineers, invoicing & payment release) until successful completion.
Fully in charge in managing and coordinating the resources for International Service Projects in Saudi Arabia in different sites (Yanbu Refinery, Petrorabigh, YANSAB, Khursaniyah, Khurais, Hawtah and Sharq).
Manage and coordinate the Deliverables for all Annual maintenance contracts (20+ contracts).
Monitoring & controlling all Service Projects and service assignments (short and long term) including tracking all hours, costs & performance until successful completion.
Ensure consistency and Indicate both positive and negative trends in service project performance.
Provide the necessary recommendations and directions to the management in order to develop the service performance and ensure high quality and productivity.
Liaise with the project Managers and other department to provide the required support on timely manner in order to meet and cover any sudden request and ensure maximum resource's utilization and customer satisfaction.
Full responsibility in planning and scheduling the Annual Preventive Maintenance Visits for all customers (Aramco, SABIC, SEC sites & other private companies/sites).
Customer Support Desk 24/7/365.
Case management system - SAP / log all customer calls/requests in SAP, raise tickets & ensure prompt execution as appropriate, manage, monitor & controlling until successful completion.
Support the other Departments (Sales, Operation/Delivery, HR, Finance, Spare Part, SAP Team...etc) in their functions.
Manage other activities which are related to Quality and Customer's satisfaction.
Sell products/systems/services within a designated market in accordance with strategy.
Build long term customer relationships and manage resolution to specific customer needs and issues.
Identify and develop sales opportunities.
Establishes and maintains effective customer relationships to understand customer needs, promote customer understanding of full product/systems/ services offering, and align to provide a solution.
Creates added value for the customer by using effective sales techniques, communicates details in accordance with PTC offering and promotions.
Increase territory sales.
Develop a new sales program.
Establishing the link between commissioning engineers and the end users, assisting in commissioning, hand over and operators training.
Help the organization in achieving the target.
Responsible for customer complains.
Responsible for customer satisfaction.
Consistently developed strong sustainable relationship with customers.
Dynamic, entrepreneurial sales and continuously creates new markets.
Increase territory sales.
Marketing, Sales and Promotions for the company products and Materials.
Continuously create a new market.
High impacts sales presentation.
Responsible for customer complains.
Develop a new sales program.
Support the delivery team.
Responsible for customer satisfaction.
As an Administrator, technical support in an Internet Café in Jordan