Service Operations Coordinator
Reference# 31142
Waterdown, Ontario
Primary 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.
Required Capabilities
Demonstrate ability to work in a fast-paced service-oriented environment
Understanding of Aerospace / High Tech industry is an asset
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
Desired Education and Experiences
Three (3) years experience in a Customer Administration or Repair Management environment
Knowledge of repair scheduling and capacity planning
Experience with Export Controls, ITAR and controlled goods a plus
Knowledge of ISO9000/AS9100 standards is an asset
