IN DEMAND Recruitment & Consulting Inc. is currently recruiting for a CANADA SERVICE COORDINATOR for our Brampton, ON client.
Since its inception in 1986, our client has earned a solid reputation for meeting the unique needs of the Canadian market through its unwavering commitment to a rigorous engineering focus, constant improvement and category-defining innovation.
Our client is one of the world’s leading manufacturers of drive technology – for mechanical and electronic solutions. The range of products includes geared motors, motors, industrial gear units, gear drives, frequency inverters, motor starters and frequency inverters for decentralized drive control. Our client assembles custom, high-efficiency mechanical power transmission products using quality company-built components.
Our client’s products and services enhance the reliability of equipment used worldwide, supporting industries such as transportation, mining, energy, food & beverage.
Manage the day to day process of dealing with goods returned (both service and NCR/warranty) by customers in a time and cost-efficient manner; including analysis of problem, identification of possible solutions, implementing agreed action and raising charges / credits to customer as appropriate.
Manage the requirements of field service/site – will coordinate all of the paid repairs, warranty evaluations, and international service requests.
Provide management with reporting on service/warranty work to enable management to put actions in place to eliminate mistakes and improve training methods in the assembly areas
Working closely with applications engineering, for the development of effective failure analysis techniques
Key Duties/Main Responsibilities:
Service – Manage International Service Requests both from Canada and other subsidiaries
Manage the Canada service process in terms of, liaising with customer as to what’s required, quotation, order process, plan all service work, all paperwork to finish service job and dispatch to customer
Process all deliveries/returns (service/warranty) from Customers
Create and manage service order on SAP for all service returns
Initial assessment of returned units
Paperwork for returned units – to include quotes for repair and status reports
Analyze fault and record on SAP to enable tracking / reporting of customer returns
All service documentation including appropriate storage of documents on DMS
Plan/monitor/arrange/prioritize Canada service work for production staff allocated to service – minimum 1 assembly person will be working in the service area at any given time.
Plan/control onsite service requirements with Canadian staff and external 3rd Party authorized service partners
The coordinator will coordinate on-site services to satisfy the customer with the service, assembly worker or service partner. Whatever is the best solution!
Create service reports where required provide a technical support to service team
Process service work to completion
Create ‘Q’ notes for all warranty work
Where goods have been returned for credit create appropriate credit note request after discussing with appropriate members of sales team and management.
Handle all stock allocations/adjustments for service/warranty/return for credit situations
Create a Canadian network of client’s approved service centers via 3rd party authorized service partners
Work closely with parent company service team to ensure we implement/operate with same procedures
Any other reasonable task as requested by the Commercial Director, or Senior Management, for the fulfilment of the job and according to the needs of the business
Supplement and or perform daily Customer Service tasks as required or directed by Management.
As duties and responsibilities change, this job description will be reviewed and amended in consultation with the Service Coordinator
Responsible For (Staff and Equipment):
Staff – Liaise with Sr. Managers with regards to support from Service/Assembly team to organize work to be completed as well as external visits as appropriate
Clean driving license
Good verbal & written communication skills
Willingness to work extra hours if required & stay away overnight if needed
Good mechanical background
Relevant mechanical engineering qualifications, e.g. apprenticeship/HNC/Degree
Laptop computer, appropriate measuring/inspection equipment
Previous experience of working with industrial drive systems, power transmission products (gear boxes, VFD’s, motors)
Previous experience of working in service with similar business
Microsoft Office applications (Excel, Word, Outlook
Qualified and interested applicants are encouraged to apply today in confidence by sending your resume as a MS Word Document to firstname.lastname@example.org.
ONLY QUALIFIED CANDIDATES WILL BE CONTACTED