Service Coordinator

Role Purpose

The Service Coordinator serves as the link between the customer and Frontmatec, with customer experience as the primary focus. The role coordinates the planning and execution of field service activities at Frontmatec customers across MS EU, ensuring the right resources, competencies, safety standards, and administrative follow-through. Where required, the role may also include day-to-day coordination/management of the service technicians and supervisors associated with the department.

Key Responsibilities

• Plan service activities end-to-end, from preparation and customer dialogue to execution, in consultation with Frontmatec's Service Sales representative.
• Own safety planning and safety follow-up for field service execution (e.g., safety plans and safety updates) in dialogue with Frontmatec's safety organization and the customer's safety organization.
• Drive a cultural change toward stronger safety performance in the Service organization.
• Plan travel required for execution, as needed.
• Ensure the active equipment portfolio can be serviced with the right skills and qualifications; conduct competency evaluations within relevant service types/tasks and equipment types.
• Manage customer complaints and communication related to warranty handling (per the new SOP).
• Optimize utilization and plan service resources in MS EU in close collaboration with Frontmatec service colleagues.
• Drive key KPIs, including utilization and safety incident reporting/registration.
• Receive customer purchase orders (POs) and create service cases in the ERP system (AX 2012).
• Coordinate subcontractors as needed (booking, scope alignment, schedule confirmation, and on-site coordination) to support service execution.
• Ensure subcontractors meet required qualifications, safety/training requirements, and customer site access requirements before mobilization.
• Manage subcontractor purchase orders/approvals and follow up on documentation (e.g., timesheets, service documentation) to enable accurate customer invoicing.
• Monitor subcontractor performance and quality delivery, resolve day-to-day issues, and escalate risks or deviations to relevant stakeholders.
• Plan and coordinate on-site execution of service at the customer.
• Invoice completed service cases.
• Follow up with customers regarding missing or overdue payments for service cases, as needed.
• Develop and maintain Fieldservice Wire, including maintaining accurate master data in the system.

Tools and Systems

• ERP: Microsoft Dynamics AX 2012 (service case creation and invoicing).
• Fieldservice Wire (planning and master data maintenance).

Success Measures (Examples)

• High service resource utilization and effective capacity planning across MS EU.
• Strong safety compliance: completed safety plans/updates and timely registration of safety incidents.
• Efficient administrative throughput: POs converted to cases, invoicing completed on time, and proactive follow-up on overdue payments.
• Effective handling of customer complaints and warranty cases in line with SOP.
• Accurate, up-to-date data in Fieldservice Wire supporting planning and execution.

What We Offer

• A key role in a growing international company with a strong brand.
• High degree of ownership and responsibility.
• Long-term career opportunities and professional development.