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Service Coordinator

2 weeks ago

المملكة العربية السعودية, Saudi Arabia Industrial Scientific Corporation Full time

The Service coordinator will facilitate the movement of iNet, rental and customer owned instruments and Spare parts through the various Service processes ranging from receiving for repair to re-deployment in the field. This will involve performing multiple job functions optimally, including receiving, inventory control, material handling, shipping, resolving real-time delivery issues. At Industrial Scientific, we are committed to ending workplace deaths by 2050. This position presents the unique opportunity to take a leadership role in this mission. We'll help you build meaningful relationships across the company - we're passionate about employee empowerment and enrichment opportunities Ready to join our team?

**Responsibilities and Expectations**:
Mentorship

Ensure that all operations and activities align with ISC policies and government regulations

Develop, coach and mentor with other members to ensure training and proficiency requirements are met

Coordination

Review and make decisions in conjunction with the service team members and Partner(s).

Work closely with the team to streamline operations and provide outstanding customer service to Authorized Service Centers

Perform basic job duties as the need arises in receiving and sending shipments on daily basis

Maintain documentation and records on Warranty claims, Inventory, Shipments - VDM

Order, Receive and Issue Spare Parts to Authorized Service Centers and review warranty claims as per ISC warranty Policies

Receive & Dispatch of Shipments including Packing, Documentation and Unpacking

Technical Expertise

Triage of equipment on the dock as received by various carriers

Proper recycling of packaging materials

Safe handling and storage of gas cylinders

Processing of Warranty, iNet and rental equipment return shipments

Processing of iNet/warranty abuse equipment cases

Pick and process customer orders

RMA processing. Follow up with Forwarders, expedite shipments

Movement of repaired equipment from final charging rack for shipping pickup

Accurate entry of customer information into Oracle, Salesforce or iNet control/admin, including the processing of customer owned assets and rental equipment returns and related processes within Oracle

Resolve customer concerns related to system or process failure

Work warehouse bin replenishment for spares and gas cylinders

Inventory cycle counting and resolution of discrepancies

All other duties as assigned including shipping assistance and material handling

Process Improvement

Supervise to ensure all policies, procedures and standards are being followed

Lead in development, update, review and promotion Logistics SOP’s (Standard Operating Procedures) and documentation. We're not only seeking process champions but process improvers.

Communicate process or product issues as vital with Service Team Leaders

Proactively seek continuous improvement of Logistics Department processes (Kaizen), providing continual evaluation of the team’s processes/methods and enacting change as required to assure the most effective use of resources and equipment

Participate in departmental daily performance reporting

Maintain a clean, safe, and functional work area (5S)

**QUALIFICATIONS REQUIRED (Non-Negotiable)**:
Technical

Bachelor’s Degree or equivalent experience

Expert computer and typing skills

Experience in manufacturing, assembly or repair/service environments

Proven capability to work independently on multiple sophisticated projects requiring judgement to resolve problems

Non-Technical

Commitment to safe work practice

Ability to plan and schedule work

Excellent communication skills in English, both verbal and written, with internal and external collaborators

Very organized and capable of performing multiple tasks simultaneously

Strong interpersonal skills by being a positive role model who exhibits integrity, ethics and professionalism

Superior attention to detail and willingness to take ownership of projects and tasks

Inventory management experience

**QUALIFICATIONS PREFERRED (Negotiable)**:
Knowledge of ISC Support Systems (Oracle, JIRA, Service Desk, iNet Systems, Salesforce, Windchill, DSSAC)

High degree of proficiency with MS Office Applications (Word, Excel, Outlook)

Kanban knowledge

Equal Opportunity Employer

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this position at any time, with or without notice.

**PHYSICAL DEMANDS**:
**Note**: The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may be required to sit or stand for extended periods of time, reach with hands and arms, walk, talk, and actively listen. The employee may be required to r