Careers / vacancies
S&M Technical Field Support Coordinator
Reporting to the Field Service Manager, the Technical Field Support Coordinator. is accountable for ensuring that in scope service contracts and projects are scheduled in accordance with the plan, meet the needs of the customer and are delivered in an effective and efficient manner within given KPIs.
The Technical Field Support Coordinator will provide a focal point for resource management, and liaison with customers to organize project related activities and contracted preventative maintenance (PM) activities. Working as a team, the Technical Field Support Coordinator will be responsible for ensuring that resources available to BCD ENGINEERING are utilized effectively. This will be achieved by continuously adapting the schedule to meet customer needs by understanding the requirements; selecting and explaining the best solution; expediting successful delivery of the solution and following up to ensure resolution.
The Technical Field Support Coordinator must be able to problem solve, communicate effectively, have a keen eye for detail, and ensure that our customers receive a World Class Customer Service Experience. Our Technical Field Support Coordinator must possess a positive attitude, whilst focusing on delivering a KPI driven service.
Ordinarily, the Technical Field Support Coordinator will deliver the first line of service support to our customers and provide a quick response to our customers. Complex and higher risk issues will be passed to the Field Service Manager for successful resolution. This could include EH&S, contract performance or issues of a technical nature.
The Technical Field Support Coordinator is an integral part of our feedback and knowledge capture mechanisms. The Customer Support Agent is to ensure that all customer enquiries are satisfied by using technical and operational knowledge within a Knowledge Base, and that any new information or insight is fed to the relevant part of the team for analysis and onward creation of knowledge.
- To plan and schedule the delivery of project and contracted service activities.
- To respond to customer requests for non-contracted service visits.
- To ensure that suitable and sufficient Risk Assessments are created and accepted for all Service Contracts.
- Ensure that time and material costs are collected correctly for each service order and service contract.
- Management of Service Spares and Tools.
- To provide administrative support to the Field Service Manager, Site Supervisors and Welder / Fitters as required.
- Review, process and escalate site reports in a timely manner.
- To carry out Customer Service Visits as required.
- To produce KPI documents and other tracking documents if required.
- Creation of service estimation quotations and spare parts quotations for the S&M division.
- Support S&M Project Engineering with compilation of data packs for projects from time to time.
- Maintain CRM database for S&M Department.
Performance Metrics
- Delivery of Service Solutions within defined KPIs and to accepted quality.
- As Executed Margins to be maintained to at least “As Sold” levels.
- Commercial awareness and attention to detail.
- Strong local knowledge of customers, culture, needs and operating principles.
- Proactive self-starter who can operate independently whilst adhering to process.
- Strong problem solving and analytical skills.
- Customer centric communications skills and behaviors.
- Must be able to work in a fast-paced, challenging environment with minimal supervision.
- Ability to work under pressure and to tight deadlines with the capacity to quickly adapt to unforeseen work demands.
- A patient, positive and creative attitude.
- Health and Safety: Be a proactive leader in Health and Safety including driving a zero tolerance, challenge and be challenge, and emphasising on culture and behaviors.
Required Competencies
- Accountability for performance and results
- Adopting standard tools and processes
- Being receptive and approachable
- Business and financial acumen
- Communicating for clarity and understanding
- Managing effective relationships
- People and Team development
- Problem solving and decision making
Required Education / Experience
- Process or Mechanical Engineering degree or equivalent- e.g., a qualified tradesperson with a minimum of 2 years’ experience.
- Experience in architecting and delivering Service Solutions.
- Extensive and proven experience in delivering effective customer support.
- Managing Health and Safety qualification (e.g., IOSH Managing Safely).
Preferred Education / Experience
- Experience working with diverse teams is highly desirable.
- Good understanding of GMP and previous experience of working in a GMP Environment is highly desirable.
- Experience of the food processing, chemical or pharmaceutical industry is desirable but not essential.
- Proficient in MS Office 365 (including Power BI, PowerApps and SharePoint) is desirable.
General:
The above position is permanent full-time and subject to a 6-month probationary period. Salary will be commensurate with experience and demonstrated ability.
Other essential functions:
If you are a non-EEA national, you must hold a current Working Visa/Work Authorization that authorizes you to work in Ireland.