Service Administrator Co-ordinator at GEA Group

Responsibilities / Tasks

The main objective of the position is to work as part of the Services BA/branch and the team are responsible for coordinating and processing Service orders received directly from customers, and via the Service Sales force, in a timely manner, and is instrumental in ensuring that customers receive the right quality, professional service, at the right time.

Team members are expected to liaise with colleagues within the Service & Sales within the branch and with counterparts in other branches as well as Solution and Equipment Sales personnel. The Service Administration teams are to ensure that Service personnel can effectively react to urgent customer queries or requests and must ensure that all enquiries and complaints are handled in a professional, empathetic and timely manner, with attention to detail being key.

Adaptability, communication and listening skills are essential in an environment where customers’ expectations are constantly evolving. The role involves continuously looking for improvements, and assisting with driving standards up within the team, and across the business areas. Own Transportation is essential.

Key Functions Will Include

• Sales
• Based on iBase and yearly client expenditure, actively approach clients with quotations
• Liaise with FSEs regarding clients to visit and potential issues
• Support FSE’s with short turnaround times to improve their relationship with clients
• Quotations
• Generate quotes based on information provided by FSE / client
• Discuss problem with FSE to understand problem and solution
• Should a quotation require a more in-depth approach and require more time to complete, the client should be informed of when they can expect the quotation
• Check for previous quotations to ascertain history / timeline of fault
• Ensure the correct spares is included using manuals / supplier information / technical support
• Ensure the correct amount of labour is included
• Ensure the quoted margin is correct
• Ensure quote checked and signed off by direct manager
• Issue quotation and phone client to ensure they have received it
• Follow up the following day to find out status of quotation (follow up regularly until PO received)
• Report number of quotes issued vs accepted and supply reasoning
• Maintaining and upkeep of CRM
• Complete hotlist every month

Processing calls:

• Open call numbers for accepted quotes
• Load lines and create picking lists
• Create PO and order parts
• Follow up on spares delivery
• Keep client up to date with spares deliveries
• Check spares with FSE
• Liaise with Supervisor and assist in planning work schedule and inform clients
• Liaise with Supervisor and arrange for sub-contractors to go to site
• Load labour costs
• Liaise with Supervisor and FSE’s, if the job has been completed and if anything additional is required
• Ensure all costs are on the call
• Complete costing
• Ensure transaction service call is signed off
• Create pro-forma and have it signed off
• Create and issue invoices
• Liaise with client and ensure they are happy with the work completed
• Follow up on outstanding PO’s
• File job envelopes
• WIP
• Attend morning meetings and discuss jobs with FSE’s / Supervisor
• Ensure jobs are costed and invoiced timeously
• Report back to Branch admin controller weekly regarding the status of WIP

SLA:

• Create quotations based on SLA job cards
• Cross Border:
• Assist with the preparation of paperwork for cross-border freight
• Arrange work permits for the FSEs
• Assist with issuing of LOA, accommodation, car rental & flights for the FSEs
• Liaise with the client regularly and inform them of any changes

Creditors:

• Obtaining information from new supplier to open vendor account, i.e. Cancelled cheque, vendor application form, company letterhead
• Email to regional office for account to be opened
• Vendor credit application to be completed by regional office
• Create purchase orders
• Receiving parts
• Delivering parts onto system
• Following up on outstanding invoices from suppliers and open orders reflecting on the system
• Email documentation to regional office for payment
• Processing of supplier credit notes

Debtors:

• Posting of invoices to customers
• Resolving queries on accounts where necessary in conjunction with Regional Debtors Controller
• Banking of money received from customers
• Communicate with new customers on how to complete our credit applications. Once all documentation corrects and received, to be submitted to regional office to open account.
• Completing of unblocking forms for accounts to be unblocked

Your Profile / Qualifications

Candidate is likely to have earned a Certificate or Diploma in Administration or relevant Field. Candidate should also have worked in administration in one of the technical fields of the organization. The successful candidate will be a seasoned professional with a minimum work experience of 4 years within our Industry and within a Service Industry. Correspondingly, the candidate must prove their understanding of the businesses of GEA. S/he must have a strong commercial and financial acumen as well as knowledge of the location/region market.

Experience & Competencies

Based on the above-mentioned requirements, candidates for Service Administrator & Coordinator position have demonstrated abilities in the following areas:

• Profound experience in Service Industry organizations, as proven by customer service, quality management, business acumen, cost consciousness, organizational support, planning/organizing, professionalism, dependability.
• Entrepreneurial and leadership competencies, as demonstrated by visionary leadership. change management, delegation, leadership, managing people, strategic thinking, innovation, adaptability.
• Interpersonal skills: teamwork, motivation, ethics, sound and accurate judgment
• Required education (e.g. university degree, apprenticeship)

Administrative Qualification

• Relevant work experience: 4 years