The Resource planner is responsible for responding to customers and allocating the proper service engineer for jobs. Aiding and supporting customers.

The Resource planner is the “go-to” person for all front-line customer communications regarding service. All customers will receive timely and accurate responses. This position requires vast customer support skills as it requires frequent contacts with customers and sister companies/headquarters. This Coordinator will work with the Spare part and Service support team to accurately fill customer needs.

 

Responsibilities:

• Create and Review new work orders. Ensure that the correct customer information is set up in ERP and CRM
• Quoting quality and accurate service requests from the customer
  
• Communicate with the customer before and during the service with all questions related to engineer scheduling and job specifics
• KMI 24-hour emergency support and KMI service desk emails outside of normal business hours
• Interface with other departments (AMS, Logistics, and Finance)
• Responsible for Work orders and Service appointments regarding service orders
• Debrief with service Engineers and follow up with handover to admin team after service jobs
• Review and approve expenses reports for accuracy
• Participate in KPI and P&Ls meetings and improvement plans
• Stay in close collaboration and attend routine meetings with project depts, and other regional and global coordinators for resource sharing
• Responsible for CRM service email queues for coordination and respective dept
• Responsible for following current HSE/Export control policies and making sure guidelines are followed for all service trips
• Meet with engineering Group Managers to make final financial decisions on difficult or multi-trip service jobs
• Collaborate with sister company offices regarding warranty services regarding billing, delivery, and job specifics
• Additional tasks as deemed necessary by Group Manager/Country Manager

Authority:

• Carry out actions when needed to prevent errors within our delivery and scope of work
• Assign all service appointments for resources
• Suggest improvements on procedures and report needs to Manager

Competence:

• Knowledge of KM Worldwide organizations, products, deliveries, and customers
• Committed and reliable
• Technical expertise is a plus
• Experience with basic ERP system is a plus
• Knowledge of operating a PC and working with Microsoft Office
• Ability to manage time and meet required deadlines
• Good English written and verbal communication with both internal and external customers
• High level of customer service skills
• Ability to be self-sufficient
• Positive attitude and ability to work well with others

Location:

Veracruz, Mexico