1.Main Missions
The key responsibilities of the Field Service Order Management coordinator are to ensure Service Orders & Contracts are well created and booked according to Customer's Purchase Orders. Ensuring all relevant detailed information are correctly recorded to allow the field service execution team to properly implement the service delivery. For Flow business (transactional, simple orders not requiring a project engineer), the FS Order Management coordinator will also execute the order (End to End cycle from order booking until order completion, including Gross Margin control).
2.Activities and areas of responsibility
Review Customer's Purchase Orders and validate the following information
Installed Products are eligible for services and correct
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Bill to Accounts and Installed at accounts are correct and active with payment condition (monthly , quarterly)
PO validation process is followed (Pricing on Customer's Purchase Order match Customer's Price list 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.
Ensure all contract information are transferred to the system.
Ensure that the right Gross Margin is captured in ERP.
Set appropriate billing plan in the ERP to ensure proper invoice generation
In case of request for cancellation: inform Services Execution, team and Terminate Service Orders and Contracts
Issue a credit request if needed
Post Booking Executions
Apply Service Entitlements and PM Plans to the proper Service Contracts
Create Service Work Orders associated to Service Orders with good understanding of Scope of Work
Ensure that Estimates are entered in ERP, and labor estimate time in the Work Orders
Provide booking confirmation to the customer (flow business) or SE project managers (project type business)
For flow business:
Manage orders and coordinate with planner, spare parts and logistics teams, forwarders, sales and customers in order to ensure service is performed on time and no products are damaged
Notify appropriate parties (customers / SE stakeholders) of product shipping ,site intervention dates and any risks (safety or other )
Assist project execution team on contract administration and obligations regarding delay notices, pricing and claims management, as well subcontracting
Use digital tool to check availability and lead time of spare parts and Issue Purchased Order external vendors/suppliers.
Cancel New/Unscheduled Work orders in the system if Service Orders or Contracts are cancelled
Manage continuously backlog and provide funnel transparency to Service organization
Manage invoicing and payment in close collaboration with Project Managers, Logistics and Corporate Functions (credit management, tax department...)
Monitor Gross Margin slippage for flow business and react if required.
Qualifications
Minimum "license" degree and/or 5 years professional experience preferably in sales administration
Meticulous to Details to ensure accuracy
Ability to communicate effectively with various internal departments and external customers
Schedule: Full-time
Req: 009AMK