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Service Manager/Service coordinator
Zwijndrecht, BE
You are in charge of the service department within Alphatron Marine Belgium. You manage the department with the objective to exceed customer’s expectation. This means that you review the operational processes for effectiveness and efficiency, make improvement proposals together with all the parties involved, and initiate the implementation.
This includes order processing, invoicing to clients, timeliness of the goods/order flow, interfaces in processes within all departments, with access to the market. You have an important key role in the professionalization of Alphatron Marine Belgium.
Purpose of the function
Purpose of the function is carrying out the Planning, Service, Training, Warranty and Logistic work in the most effective and efficient manner. To organize, plan, manage and execute the work of the department in a manner that maximizes satisfaction and margins.
Duties and Responsibilities
- Is responsible for establishing and implementing plans to weekly and monthly goals.
- Coordinates the correct execution of all operational and administrative tasks.
- Registering hour registration, requests for leave and sick leave.
- Makes quotations and calculations in accordance with instructions.
- Makes order confirmations.
- Is the first point of contact for customers in relation to services.
- Coordinate, instruct, plan of service engineers.
- Make training plans for service engineers + follow-up.
- Sends logistics to conform procedure.
- Key guaranteed m.b.t. service requests.
- Understand and use the ERP-system.
- Approve incoming invoices from subcontracted services.
- Proactive monitor administrative tasks, e.g. follow-up correspondence of service quotes.
- Take care of warranty issues.
- Conducts performance appraisals with staff members.
- The competences applicable to this function are laid down in the authorization matrix of Alphatron Marine, which in turn are laid down in ISO.
Contacts
For the execution of the tasks, the Office Manager maintains contacts with the following departments:
- International Service Coordination regarding planning and weekend shift.
- Head office Warehouse/Logistics regarding parts.
- Customers regarding description of faults and work preparation.
Required skills and personal attributes
- Logistics knowledge concerning stock supplies and shipments.
- Sales knowledge concerning warranty requests.
- Customer focused and result driven.
- Accuracy, proactive, calm and critical.
- Purchasing concerning purchases and supply times.
- Customers concerning service inquiries.
- Service and customer support employees in other regions.
- Finance concerning billing.
- Determination to reach agreed targets and budgets.
Required duty and product specific information
- proactive work attitude;
- work to agreed procedures;
- good social and communicative skills;
- customer oriented;
- accurate work attitude;
- good knowledge of Dutch and English languages;
- leadership skills;
- helicopter view;
- maritime knowledge.
Conditions of employment
Consult Conditions of Employment, and Company Rules manual for applicable Conditions of Employment.
Working conditions
Physical burden: Average
Mental burden: High
Work environment: Hectic
