Key Responsibilities:
- Act as the primary service contact for assigned major customers
- Manage customer relationships, building confidence and trust, proactively anticipating customer needs based on established relationships and customer expectations
- Monitor received reports for PMs and callouts
- Redirect Work Orders to appropriate Channels
- Communicate with the Branches on 1-hour responses missed and consolidate into a report for Management on request
- Coordinate / communicate with State Admin on outstanding jobs that need quotes / raise work packages to obtain the purchase orders to meet EOM invoicing requirements
- Raise Work Packages for Callouts which exceed the blanket order amount and track all information on a Master Register
- Review progress invoices issued against project works, claimed costs and outstanding costs upon request
- Submit quick changes for equipment entry (correction, removal or replacement of serial number as required)
- Consolidate new equipment lists upon request
- Resolve invoice issues from AR and Customer by liaising with the National Contracts Administrator and BDM
- Raise Purchase requisitions via EPR workflow system for maintenances completed by subcontractors
Requirements:
- Bachelor's degree in Business Administration, Engineering, or a related field, with 3–5 years of experience in customer service or service coordination.
- Strong understanding of service operations, including preventive maintenance, callouts, and work order management.
- Proficient in Microsoft Office (especially Excel) and experienced with ERP/work order systems (e.g., Oracle, SAP).
- Skilled in managing customer relationships and coordinating with internal teams to resolve service or invoicing issues.
- Detail-oriented with strong organizational and multitasking abilities to track multiple jobs and documentation.
- Excellent communication, problem-solving, and reporting skills with a proactive, customer-focused approach.
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