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Senior Service Coordinator
Not Disclosed
- Kingston and St. Andrew
- Not disclosed
- Permanent full-time
- Updated 26/11/2025
The Warehouse Supervisor is responsible for planning, organising, supervising and participating in the operations and activities of the Warehouse while supervising team members.
KEY RESPONSIBILITIES
- Service governance and escalation
- Act as primary escalation point for complex customer/service issues and repeat calls.
- Triage and prioritise client enquiries; coordinate technical escalation to Supervisors and the Service Director.
- Ensure adherence to the company’s Customer Service Charter and values.
- Performance analytics and reporting
- Produce and own weekly and monthly service performance reports and KPIs:
- Service Hours per FE
- Reliability Report
- Hours Detail
- Call Duration by Technician
- Labour Cost,
- Broken calls due to parts
- Non-available hours
- Call counts
- Repeat-call trends
- Maintain and continuously refine response-time metrics and dashboards using System One.
- Analyse trends and identify bottlenecks or process gaps; produce actionable recommendations to improve SLA attainment and technician productivity.
- Billing, time & materials validation and fiscal admin
- Verify technician time & materials entries for billing accuracy and assist Finance with validated inputs.
- Prepare subsistence and reimbursement requests for approval with validation; support the COO and Financial Controller with documentation.
- Prepare quotations for non-contract service work (Medical only) and support pricing discussions.
- Project & process ownership
- Lead small-to-medium service projects from initiation to completion (e.g., pilot maintenance programmes, process rollouts, System One optimisations).
- Coordinate and lead regular technical team meetings with the Service Director and Supervisors to align priorities and follow up on actions.
- Customer & database management
- Maintain and update customer databases; ensure data quality and accurate service histories.
- Monitor customer satisfaction and complaint trends; implement corrective actions and follow-up processes.
- Systems & tools
- Own System One configuration and reporting use-cases; define requirements for System One enhancements and coordinate with PBS/vendor support for issue resolution.
- Work with Logistics/Operations Coordinator to ensure technicians log time and activities correctly.
EDUCATION & EXPERIENCE:
- Bachelor’s degree in Business Administration, Engineering, Logistics, or related field.
- 5+ years in service operations, technical support operations, or field service management; experience with field service management software (System One, PBS or equivalent) strongly preferred.
- Advanced Excel / reporting tools; strong analytical skills; excellent written and verbal communication; stakeholder management; project management experience.
COMPETENCIES
- Strong interpersonal skills
- Results oriented and organized with the ability to plan and deliver against deadlines
- Proven analytical, planning and problem-solving skills
- Critical thinking, time management, decision making and project management skills
- Excellent attention to detail
Ref: Senior Service Coordinator
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