Service Coordinator at GEA Group

Responsibilities / Tasks

Working alongside the Head of Service Branch, Field Service Supervisors and Field Service Engineers, the role will form part of the GEA Services BA to consistently deliver service excellence to customers and colleagues across the Service business portfolio.

The main objective of the position is to work as part of the Services BA/branch and the team are responsible for coordinating and processing Service orders received directly from customers, and via the Service Sales force, in a timely manner, and is instrumental in ensuring that customers receive the right quality, professional service, at the right time.

Team members are expected to liaise with colleagues within the Service & Sales within the branch and with counterparts in other branches as well as Solution and Equipment Sales personnel. The Service Administration teams are to ensure that Service personnel can effectively react to urgent customer queries or requests and must ensure that all enquiries and complaints are handled in a professional, empathetic and timely manner, with attention to detail being key.

Key Functions will include:

• Monitoring working Capital by:

• Managing WIP

• Managing Debtors of the branch

• Managing Creditors of the branch

• Training and development of Service Co-Ordinator’s

• Drive and Supervise positive business growth

• Detect wastage and improve efficiency within the branch

• Overseeing day-to-day operations

• Shared responsibility to ensure that efficient and standard administration processes are implemented

• Branch Administration Audits, action improvement opportunities and monitoring

• Improve current work processes within branch

• Introduce and implement innovative short-term and long-term goals for the branch

• Measuring output of Service Co-Ordinator’s

• Fast and efficient processing of WIP, Quotations, Purchase orders

• Costing of Service Calls and Invoicing to customers

• Checking Dimensions (correct cost centre, product groups, service object are used). All of these have an impact on how Turnover is reflected 

Financial Control:

• Assisting Branch Manager with Compiling of annual Budgets & Forecasts (Capex, Turnover, Margins and overheads)

• Monitoring and controlling of overhead expenditure, profit margins and N/A Labour

• Assist in ensuring that budgeted turnover targets are achieved and exceeded

• Manage and calculate monthly margin provisions

Management:

• Manage personnel (assist in areas where assistance is required)

• Strong focus and passion for managing and development of personnel

• Focus on succession planning

• Management of processes and the ability to critically evaluate the processes in place and improve if necessary

• Monitor and analyse the efficiency of processes

• A pro-active approach to problem areas

• Monitor operating expenses and budgets

• Building and maintaining corporate and client relationships

• Liaising with HR and other departments

• Updating Branch Manager and other HOD’s on branch performance

Communication:

• Handle difficult personnel situations directly, using appropriate discretion, HR advice, and respect for the individual.

• Promote GEA through engagements at industry conferences and involvement in local business organisations.

Leadership:

• Achieve excellence in all areas of business.

• Change and effectively manage the implementation of new ideas.

Your Profile / Qualifications

Adaptability, communication and listening skills are essential in an environment where customers’ expectations are constantly evolving. The role involves continuously looking for improvements, and assisting with driving standards up within the team, and across the business areas.

Candidates are likely to have earned a Certificate or Diploma in Administration or relevant Field. Candidates should also have worked in administration in one of the technical fields of the organization. The successful candidate will be a seasoned professional with a minimum work experience of 4 years within our Industry and within a Service Industry. Correspondingly, the candidate must prove their understanding of the businesses of GEA. S/he must have a strong commercial and financial acumen as well as knowledge of the location/region market.

Based on the above-mentioned requirements, candidates for Service Administrator & Coordinator position have demonstrated abilities in the following areas:

• Diploma/Certificate in Operations or Administration will be advantageous

• Reliable and Self-motivated

• Broad knowledge of business departments and their functions

• Accounting and finance knowledge will be advantageous

• Required language(s): English