The Service Coordinator is responsible for planning, prioritizing, coordinating, and monitoring all field service activities for industrial (land-based) customers. This role ensures efficient allocation of technical resources, structured communication with customers, and complete operational support to Field Service Engineers.

Planning & Coordination:

• Plan, prioritize, and schedule all field service activities based on technical complexity, urgency, and resource availability;

• Allocate Field Service Engineers efficiently, considering competencies, certifications, and geographic location.

• Ensure that all engineers receive the necessary documentation, instructions, tools, spare parts, and technical information before each assignment.

• Ensure excellent collaboration, aligned priorities, and consistent communication across all departments.

Customer Experience:

• Serve as the operational point of contact for customers, ensuring clarity regarding timelines, planning, and service progress.

• Continuously work to improve customer satisfaction and support high NPS performance.

• Apply strong technical knowledge to understand customer needs, assess service requests, negotiate deviations, determine priorities, and provide accurate technical guidance to Field Service Engineers.

• Guarantee that all technical requirements and documentation are complete and aligned prior to dispatch.

Reporting & Management Support

• Prepare operational reports, workload analyses, forecasts, and performance dashboards.

• Develop advanced analytics and visual dashboards using Power BI to support decision-making.

• Provide insights and recommendations to the Service Operations Manager regarding resource allocation and operational efficiency.

Requirements / Qualifications

• Bachelor’s or Technical degree in Engineering, Logistics, Business Administration, Industrial Production, or a related field.
• Ability to read technical documentation, manuals, drawings, and bill of materials.
• Advanced or fluente English is mandatory due to interactions with international teams
• Advanced Microsoft Excel & Power BI knowledge are mandatory
• ERP - Movex - experience knowledge preferred
• Oneservice plataform utilization will be considered as a plus.

This position reports directly to the Service Operations Manager.