Melbourne
Synopsis of the Position
We are currently seeking applications from energetic, dedicated and customer focussed individuals for the contract position of Operations Centre Coordinator, based in Melbourne. As an integral member of the Regional Operations Centre and wider Customer Support team, this position is responsible for coordinating resources and communicating action plans to customers and internal stakeholders. This role will be the primary contact between the Regional Operations Centre Team and Heidelberg Australia Regional Customer base for Heidelberg equipment service requests.
Working as part of a team, responsibilities include (but not limited to):
- Take full ownership and responsibility for receiving service requests enquiries for equipment servicing from outsourced “Extended Service desk (Oracle), and following through request to completion in consultation with key stakeholders
- Create notification and service order into the SAP system
- Assign appropriate Field Service Representatives to service requests using mService and according to service business processes and procedures
- Work closely with Service Parts Coordinator, ensuring any parts and/or consumables required for the service request are ordered and assigned correctly and available in requested time frame.
- Follow-up and manage regional work in progress
- Display understanding of how information is collected through the operations centre for monitoring of KPI’s for Heidelberg and Regional customers
- Work with Regional Customer Support team, dealing with issues as they arise, providing feedback and open communication to teams and ensuring customers stay aware of HAN’s resolution activities
- Achieve performance KPI levels and outline reasons for any variations
- Update customers on the status of their request for service on a regular basis, as required
- To handle warranty claims for HAN Regional Customers
- To keep up to date with industry directions and technological advancements through self development and personal study
- To be involved in the planning and providing support for trade shows, in-house events and other promotional events as required
- Manage 3rd party arrangements and keep SAP up to date with job progress and status
A more detailed Functional Position Description can be obtained from Emily Porter, HR Advisor, via email.
Qualifications and Experience
The successful candidate will ideally have demonstrated experience in the Printing / Graphic Arts industry or a similar commercial environment with a strong focus on technical service and support. You will have the ability to develop, build and maintain effective working relationships, both internally and externally, along with the ability to effectively communicate (both written and verbal) with peers and senior management. Solid experience working as part of a customer focused organisation, with a strong emphasis on both internal and external customer service is essential, and Computer literacy and familiarity with SAP Software is desirable.
Conditions of Employment
This is a permanent full time role, based in Melbourne. Some interstate and overseas travel may be necessary. Salary will be determined according to qualifications and experience of the successful candidate. Local employment conditions apply.
Applications To:
Applications including covering letter and resume should be directed, preferably via email to: Emily Porter, Human Resources, Telephone: +61 3 9263 3210, email emily.porter.ext@heidelberg.com.
Further enquiries regarding this position may be directed to Willie Berrer, Operations Manager Customer Support. Telephone +61 3 9263 3288, email willie.berrer@heidelberg.com
Heidelberg is an equal opportunity employer！
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