Service Operations Dispatcher

vor 3 Stunden

Melbourne, Österreich Kalmar Vollzeit

Kalmar is moving goods in critical supply chains around the world, with the vision to be the forerunner in sustainable material handling equipment and services.
We're making every move count

Leads the daily customer service for a team of Technicians
Knows the customers' installed base and service opportunities in the area
Responsible for: daily customer service planning and execution on quality and on time, maintenance plans, long term maintenance forecasting.
Accountable for: Customer satisfaction, quality of work, timely service, costs, work progress, work schedules, resources, materials / components requirements, safety, risks.
On offer:

Competitive salary package commensurate with experience
Flexible work hours and hybrid working options available
Opportunity to work for a Global Company
Learning & Development opportunities to progress your career
Paid Parental Leave
Employee Assistance Program
Employee Referral Program
Paid Community Service Leave

Main tasks and responsibilities

General

Oversees daily service planning and execution
Ensure daily work allocation to Service Technicians are properly and fairly distributed to the team
Ensures customer problems are attended to promptly and solutions are provided in a timely manner
Manage the complete operations of the allocated sites, workshop and machines
Ensure KPI's are met in terms of utilisation, efficiency, overheads, costs etc.
Ensure safety is exercised at all times
Responsible for training staff
Produce reports that are expected for the job and as required by the customer

Technical

Keep abreast of the features and benefits of products
Ensure that customer machines are back in operations within the specific time as per KPI's agreed

Job reports

Ensure job reports are filled out correctly
Ensure that issues found during planned maintenance checks are rectified within the shortest time possible
Ensure that job reports are submitted to the administration team on a daily basis.
Quality

Ensure that planned maintenance and corrective maintenance is carried out correctly and professionally
Submit reports on quality to ensure timely rectifications / solution
Carry out random quality checks on repairs and maintenance to ensure that Kalmar standards are adhered to

Technical reports

Conduct technical investigations when required and submit the relevant reports for further action to be taken by Product Support in Finland (or elsewhere where applicable)
Write technical reports for Product Support where technical problems / defects are out of the ordinary

Workplace / workshop / assets

Provide support (technical and administrative) to all staff in the department ensuring constant dialogue and effective means of communication
Maintain the workshop in a clean, tidy and presentable manner at all times
Ensure the system in the workshop / workplace maintains a smooth flow of work-in / output

Spare parts

Make recommendations on the stocking of spare parts, especially when such is encountered in the field when new components are found / fitted

Tools

Make recommendations for special tools and equipment to support products
Ensure that there are the right tools and sufficient tools for the Service Technicians to carry out their jobs efficiently and correctly
Ensure tools are used correctly
Ensure measuring tools are calibrated at regular intervals to ensure they are correct
Ensure capital equipment are used at an optimum level

Occupational Health & Safety (OH&S) compliance

Ensure safety precautions are followed by staff at all times
Ensure all incidents are logged in STEMS.
Additional

Other duties as requested by your manager
Ad-hoc assignments from time to time
Prepares and finalises service orders, including parts ordering
Keeps customer contacts, contract conditions and maintenance plans up to date
Prepares service offers
Approves the Technicians' work time (daily)
Prepares information for the country Service Manager to assist with decision-making
Works in close cooperation with customer service contacts to proactively plan service and ensure customer's operation uptime
Works in close cooperation with other Dispatchers in the country for backup.
Works in close cooperation with country OpX key user to ensure efficient and profitable operations
Collect and compile information regarding warranty issues.
(PM comment)

What you'll need to succeed

Education

Formal qualification in mechanical, electrical engineering or related area

Experience

Minimum 5 years' relevant experience in a heavy-machinery maintenance environment, preferably within the maritime industry
Minimum 5 years' experience in a maintenance planning role
Ability to plan efficient service execution

Competencies

Good customer communication, empathic, structured, service minded, customer-oriented
Relationship building
Team player
Leadership, team player
Local languages, English required

Skills & Knowledge

In depth-knowledge of SAP
Customer service skills
Effective time management skills
Sound analytical and numeracy skills
Strong communication skills (written and verbal)
Excellent interpersonal skills (ability to deal with all stakeholders in the business
Excellent planning skills
Diplomacy and assertiveness in order to handle emergency requests
Logical thinking to investigate and anticipate planning / coordination issues

You will be part of

We believe in our people as it is our people who really make the difference.
We always work in close collaboration with our customers, deliver on our promises and never walk away no matter how big the challenge.
We succeed because we do it together.
With us, you will have the opportunity to realise your potential and become an important member of our global team.
Interested to join?
If you are excited about this opportunity, please submit your application with salary request and CV.
Kalmar (Nasdaq Helsinki: KALMAR) offers a wide range of industry shaping heavy material handling equipment and services to ports and terminals, distribution centres, manufacturing and heavy logistics.
Headquartered in Helsinki, Finland, Kalmar operates globally in over 120 countries and employs approximately 5,200 people.
In 2023, the company's sales on a carve-out basis totalled approximately EUR 2.0 billion.
www.kalmarglobal.com

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