Service Operations Coordinator 1
About The Position
This posting is for a current vacancy. The Service Operations Coordinator will assist in the management and coordination of the end-to-end activities of the repair and upgrade process to ensure successful completion and return of the customer’s product. This role involves communicating service event status to the internal Customer Service team, resolving issues impacting deliveries and revenue, and participating in the maintenance of a capacity plan and repair schedule for Service Centers. The coordinator will also provide repair routing guidance, chair meetings to ensure commitments are met, and track due-in RMAs. Additionally, they will review customer documentation, create and update work orders, ensure data accuracy in the ERP system, update the U.S. Government IUID registration site, report on repair turnaround times (RTAT), ensure document uploads, and proactively identify and resolve risks to support smooth service delivery. Continuous enhancement of service center processes to reduce risk and improve efficiency is also a key aspect of this role.
Requirements
- Demonstrate ability to work in a fast-paced service-oriented environment
- Effective communication skills and strong command of both written and oral English language
- Strong organization, time management skills and attention to detail
- Ability to multi-task and work under pressure
- Strong analytical and problem-solving skills
Nice To Haves
- Understanding of Aerospace / High Tech industry is an asset
- Knowledge of ISO9000/AS9100 standards is an asset
- Knowledge of repair scheduling and capacity planning
- Experience in a Customer Administration or Repair Management environment
- Experience with Export Controls, ITAR and controlled goods a plus
Responsibilities
- Assist in the management and coordination of the end-to-end activities of the repair and upgrade process, to ensure successful completion and return of the customer’s product.
- Communicate to the internal Customer Service team, on a regular basis, the status of the service event actions including issues impacting delivery as promised and/or contracted.
- Resolve and escalate issues impacting on time deliveries and revenue recognition
- Participate in the maintenance of a capacity plan and repair schedule for the Service Centers
- Provide repair routing guidance to the Customer Service team
- Chair regular meetings with Service Centers and the internal teams to ensure customer and revenue commitments are being met
- Track and communicate due in Returned Material Authorization (RMA) to the Service Center and Materials team. Pre-stage material and resources to meet customer commitments
- Review customer documentation and liaise with Customer Service team as required to collect missing information.
- Create and update work orders as required
- Ensure repair data is complete and accurate in the ERP system
- Update entries into U.S Government IUID registration site
- Report Service Center RTAT overall and Customer experience RTAT
- Ensure all required documents are uploaded in ERP LN
- Proactively identify and resolve risks and obstacles to support successful outcomes and ensure smooth service delivery
- Continuously enhance service center processes to reduce risk, eliminate barriers, and ensure efficient, accurate distribution of service data and information
- Coordinate and document repair activities to ensure service centers remain on schedule and aligned with operational goals.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
