Lectra Marocco Sarl

Service Maintenance Coordinator

INTRODUCTION

We invite you to embark on a journey. A technological journey towards the evolution of our society and our industries powered by Industry 4.0 and supported by Lectra. Software, equipment, data and services… At Lectra, as a major player in the fashion, automotive and furniture markets, we contribute to the Industry 4.0 revolution with boldness and passion by providing best in class technologies. However, it doesn’t stop there. By enabling industrial intelligence solutions, we facilitate the digital transformation of our customers. And we’re always on the lookout for new tech-enthusiasts to join the team! With more than 50 years of experience and a presence in over 100 countries around the world, we are 3000 employees united by passion and driven by innovation. A unique journey awaits you at Lectra, are you ready to craft the future of technology together?

POSITION SUMMARY

The Service Maintenance Coordinator 's mission is to ensure that the field services provided by Lectra through our Field Service Engineers are delivered to customers with high quality and professionalism, ultimately aiming to enhance overall customer satisfaction. This role involves managing the scheduling of engineers for both preventive (such as audits and maintenance kits) and corrective activities, all in line with Lectra’s Service Level Agreements. Acting as a central hub with a comprehensive view of customer needs, the Field Service Coordinator maintains ongoing communication with Field Service Engineers, the Expertise Center, and customers to facilitate the most efficient management of field activities.

DUTIES AND RESPONSIBILITIES:

• Respond to incoming e-mails, phone calls on daily basis to follow up customer issues and complaints
• Plan and dispatch Field Service Engineers to conduct corrective interventions, pre-installations, installations, audits, and maintenance of equipment.
• Manage the preparation and issuance of quotes for interventions and spare parts not covered by contract, ensuring timely submission to customers for review and acceptance
• Ensure timely case resolution by monitoring progress, escalating delays when necessary, and guaranteeing full compliance with contract terms and service-level agreements
• Act as the main point of contact between customers, Field service Engineer and Expertise Center collaborating closely on all corrective field activities.
• Coordinate spare parts availability by liaising with logistics, warehouse and C&P teams, and manage spare parts warranty processes in collaboration with the Expertise Center
• Ensure that key performance indicators (KPIs) related to service objectives, as defined by headquarters, are met in accordance with customer contracts.
• Oversee customer data management using Lectra’s CRM system.
• Work closely with the service manager to ensure seamless operations.

PROFILE

• 3 years or above experience as field service coordinator or field service engineer
• Able to cope with constant pressure (without compromising standards) by being well organized and planning time well
• Able to work autonomously
• Team collaboration: capacity to collaborate with internal stakeholders and manage conflicts
• Communication skills: ability to convey complex technical concepts in a clear and understandable manner to both technical and non-technical stakeholders
• Knowledge of CRM Systems (Salesforce = training on systems will be provided)
• Computer literate (Microsoft environment: Word, Excel, PowerPoint, Outlook)
• Able to read, write and speak English