Main mission :
The key responsibilities of the Field Service Order Management coordinator are to ensure Service Orders & Contracts are well created and booked according to Customer’s Purchase Orders. Ensuring all relevant detailed information are correctly recorded to allow the field service execution team to properly implement the service delivery.
For Flow business (transactional, simple orders not requiring a project engineer), the FS Order Management coordinator will also execute the order (End to End cycle from order booking until order completion, including Gross Margin control).
Activities and areas of responsability:
qReview Customer’s Purchase Orders and validate the following information
•Installed Products are eligible for services and correct
•Bill to Accounts and Installed at accounts are correct and active with payment condition (monthly , quarterly)
•PO validation process is followed (Pricing on Customer’s Purchase Order match Customer’s Price list or Service Quote, QLK approved with right approvers, PO booking checklist is completed, credit and risk review)
qBook and set billing plan
•Enter and book Service Orders and Service Contracts in ERP system (SAP, Oracle or alternative country ERP)
•Ensure all contract information are transferred to BFS
•Ensure that the right Gross Margin is captured in ERP as per QLK
•Set appropriate billing plan in the ERP to ensure proper invoice generation
•In case of request for cancellation: inform Services Execution, team and Terminate Service Orders and Contracts
•Issue a credit request if needed
qPost Booking Executions
•Apply Service Entitlements and PM Plans to the proper Service Contracts
•Create Service Work Orders associated to Service Orders with good understanding of Scope of Work
•Ensure that Estimates are entered in ERP, and labor estimate time in the Work Orders
•Provide booking confirmation to the customer (flow business) or SE project managers (project type business)
•For flow business:
•Manage orders and coordinate with planner, spare parts and logistics teams, forwarders, sales and customers in order to ensure service is performed on time and no products are damaged
•Notify appropriate parties (customers / SE stakeholders) of product shipping ,site intervention dates and any risks (safety or other )
•Assist project execution team on contract administration and obligations regarding delay notices, pricing and claims management, as well subcontracting
•Use digital tool (e-MRO) to check availability and lead time of spare parts and Issue Purchased Order external vendors/suppliers.
•Cancel New/Unscheduled Work orders in bFS if Service Orders or Contracts are cancelled
•Manage continuously backlog and provide funnel transparency to Service organization
•Manage invoicing and payment in close collaboration with Project Managers, Logistics and Corporate Functions (credit management, tax department...)
•Monitor Gross Margin slippage for flow business and react if required.
