Resource Coordinator - Field Service Operations
Marlink
Total years of experience :8 years, 6 Months
Responsibilities:
• Manage resource plan, forecast, and allocate Field Engineers or Field Service Partners to projects (new installations and migration) and services (fault corrections and preventive maintenance) globally as per SLA.
• Conduct job briefing during planning and debriefing after closing every task.
• Maintain a purposeful relationship with the Project Managers and Support (MNOC) team members.
• Assure quality of information and order from Project/MNOC before initiating a task.
• Prepare and send overall cost estimate associated with service attendance.
• Ensure productivity of the workforce is maximized and continually reviewed to achieve optimum performance.
• Organize and prioritize workload to support field operation.
• Maintain effective communication with the Field Service Managers to ensure resources are matched to the work programmed.
• Prepare purchase orders for projects and services handled by Global Field Service Partners.
• Track the progress, control, and have the status of all ongoing field tasks - manage incidents and unplanned changes during the execution.
• Report NCRs to the stakeholders.
• Process paperwork and update electronic applications/systems according to the defined timeframe.
• Produce weekly status reports to the Field Service Management.
• Part of the team's duty roster and 24/7 operation as required in critical situations.
• Field Service Partner Management - Evaluate technical competence and performance of field personnel - Liaise with the Training Manager to organize training programs as required.
Responsibilities:
• Lead a team of 8 coordinators based in Dubai, Cape Town, and Durban offices.
• Handle various tasks that supports the Group strategy related to sales, service, and coordination.
• Organize and attend team meetings to discuss performance, identify bottlenecks, and offer solutions for improvement to enhance the productivity of the team.
• Interact with customers to understand their needs and propose solutions accordingly while upholding the highest levels of standards and profitability.
• Handle key customer accounts and arrange regular meetings with them to resolve any issues, which involves improving the customer experience and results in increased customer loyalty.
• Generate status reports of work orders to all stakeholders involved (KAM, Management and Customers).
Achievements:
• Promoted as a Team lead and Senior Service Coordinator.
• Assigned as a key user for Zendesk and Microsoft Dynamics Nav (4PS) ERP system for the MEA region.
• Played a vital role in the success of ERP migration from EPICOR iScala to Microsoft Dynamics Nav (4PS) and the implementation of Zendesk for the MEA region.
• Successful in contributing towards bringing the operations of Radio Holland South Africa to become functional again.
Responsibilities:
• Responsible, from start to end, for the sales, service, and execution of orders on behalf of the customers.
• Analyze the Customer inquiries and timely submission of offers to meet their requirements and follow up to increase the hit rate.
• Maintain and increase profitability level on all jobs handled as per company standards.
• Create daily/periodic service job schedules and assign them to the service engineering team.
• Plan and coordinate with the Supply chain to ensure delivery of shipments are met as per client requirements.
• Ensure accurate invoicing to customers with due regard to the profitability expectations of the company.
Achievements:
• Played a significant role in the drafting, evaluation, negotiation, and execution of the Annual Maintenance Contract (PMA) for 2 clients - fleet of 40 vessels in total.
• Successful in managing vessels under contract by optimization of resources and maintaining costs within the estimated budget.
• Acted as an integral part of the success of the expiry hunt/lead generation program.
• Completed the Service Coordination Exchange program held by Radio Holland Netherlands thereby creating awareness and adoption of alternative, multi-faceted approaches to service coordination.
Responsibilities:
• Gather leads and identify potential clients.
• Develop long-term relationships with clients, through managing and interpreting their requirements.
• Send quotations promptly and maximize the hit rate with adequate follow-up.
• Negotiate contract terms and conditions to meet the requirements of both the client and the company.
• Coordinate and liaise with internal support staff to ensure that the delivery deadlines are met.
• Work on after-sales support services and provide technical assistance as required.
• Meet regular sales targets, prepare sales analysis reports, and maintain customer information.
• Follow up and collect overdue payments when it is necessary.
• Support marketing activities by attending trade shows, conferences, and other marketing events.
Achievements:
• Responsible for generating 43% of the net revenue for the division in 2017.
• Exceeded all quarterly sales targets by an average of 33% in 2017.
• Played a major role in the introduction and development of ERP system
• Assisted in signing a distribution agreement with ‘Mavili Elektronik - Complete range of fire alarm system’ and adding a new product line to the Company’s portfolio.
Activities and societies: - Member of Math Club - Member of English Club - Volunteered to help Children with Special Needs at various Child homes and Old Age homes in Chennai