Service Coordinator

Role Summary

The Service Coordinator acts as the central operational control point for our client in hygiene care business, responsible for real-time execution, scheduling optimisation, ticket lifecycle management, and operational discipline across all service teams.

Key Accountabilities

1. Operational Control

• First point of contact for all operational issues
• Single escalation point to Ilyn
• Real-time command of field operation

2. Scheduling & Planning

• Own all scheduling and route optimisation
• Proactively plan staff allocation
• Continuously replan throughout the day

3. Ticket Management

• Full ownership of ticket lifecycle
• Ensure zero overdue jobs
• Maintain service quality andcompletion integrity

4. Field Execution

• Ensure vehicles dispatch on time daily
• Monitor technician activity and productivity
• Intervene on missed or delayed services

5. Stock & Logistics

• Accountable for all stock movement
• Manage vehicle loading, returns, discrepancies

6. Cross-Functional Coordination

• Align operations with sales priorities
• Support installs, ad-hocs, and new contracts

7. Process Compliance

• Enforce operational processes and SOPs
• Ensure correct system usage and reporting

8. Continuous Improvement

• Manage catch-ups and backlog recovery
• Identify and resolve operational inefficiencies

9. Training & Development

• Drive refresher training
• Ensure operational capability across teams