Services Coordinator

• Review Customer's Purchase Order and validate the following information :
  • Installed Products are eligible for services and correct
  • Bill to Accounts and Installed at accounts are correct and active and payment condition (monthly, quarterly)
  • PO validation process is followed. (Pricing on Customer's Purchase Order match Customer's Pricelist or Service Quote, QLK approved with right approvers, PO booking checklist is completed, credit and risk review)

• Book and set billing plan
  • Enter and book Service Orders and Service Contracts in ERP system (SAP, Oracle or alternative country ERP)
  • Enter and book Managed Services, Secure Power as-a-Service and Digital Contracts (EcoStruxure Asset Advisor) contracts,
  • Enter and book Recurring contracts and EcoStruxure Service Plans for Power Services,
  • Ensure all contract information are transferred to BFS
  • Ensure the right gross margin is captured in ERP as per QLK
  • Set appropriate billing plan in the ERP to ensure proper invoice generation
  • In case of request for cancellation: inform Service Execution team and Terminate Service Orders and Contracts
  • Issue a credit request if needed
  • Set up the run book and other associated documents to help execute a Secure Power-as-a-Service

• Post Booking Executions
  • Apply Service Entitlements and PM Plans to the proper Service Contracts
  • Create Service Work Orders associated to Service Orders with a good understanding of Scope of Work
  • Provide booking confirmation to the customer (flow business) or SE project Engineers (complex contracts/modernization)
  • Manages contract coming into force (means of payment, bonds, insurances...)
  • Support the Customer Success Manager for administrative activities
  • For flow business:
    • Requisition of services procurement (3 rd party subcontractors)
    • Notify appropriate parties (customers / SE stakeholders) of product shipping, site intervention dates, and any risks (safety or other )
  • Manage order and coordinating with the planner, spare parts team, shipping team, sales, courier, and customers to ensure service is performed on time and no products are damaged.
  • Assist project execution team on contract administration obligations for delay notices pricing and claims management, subcontract administration, record keeping,
  • Cancel New/Unscheduled Work orders if Service Orders or Contracts are cancelled
  • Continue to manage the backlog and provide funnel transparency to a Service organization
  • Manages invoicing and payment in close collaboration (credit management, tax department...)
  • Management of customer-specific requests for invoicing and liaise with relevant teams for execution
  • Review Customer's Purchase Order and validate the following information
  • Coordination of customer reports

Qualifications

The ideal candidate will have the following skills and experience:

• Excellent customer service skills with the ability to resolve customer issues and be the main point of contact,
• Demonstrated experience in a Service Planning/Coordination role along with ability to pick up technical information quickly,
• Collaborative mindset,
• Excellent planning, organizational, reporting skills,
• Excellent verbal and written communication and ability to work as part of a team,
• Excellent computer skills with experience in the use of the Microsoft suite, CRM and ERP
• Employs a customer-centric approach,
• Knowledge of the IT industry, Data centers, electrical distribution and/or cooling systems would be an advantage,

This position works closely with the following key internal parties:

• Field Services Planners
• Service Order/Contract Administrators
• Services Sales and Bid teams
• Field Service Operations Manager
• Customer Care Centre
• Technical Support Teams
• Global Supply Chain

This position works closely with the following key external parties:

• Customers
• 3 rd party contractors

Schedule: Full-time
Req: 009BW8