Sr Service Support Coordinator

Overview

As a Senior Customer Service Enablement Coordinator, you will play a pivotal role in supporting our Service teams and customers across France & EMEA. You will be responsible for delivering a structured, proactive, and customer-focused service coordination function, ensuring preventative maintenance activities, customer service operations, and administrative processes are executed efficiently and effectively.

You will own the end-to-end coordination of Preventative Maintenance (PM) activities while supporting service contract administration, opportunity management, inventory and logistics processes, billing activities, and customer enablement initiatives. Through effective planning, communication, and collaboration, you will help drive customer satisfaction, operational excellence, and business performance.

The role requires close partnership with Field Service Engineers, Service Management, Service Sales, Finance, Logistics, and customers to ensure service activities are delivered in line with contractual commitments and business objectives.

Application end date: Sunday 26 July 2026

Responsibilities

Preventative Maintenance Planning & Service Coordination

Take ownership of the PM planning lifecycle for your assigned region, including:

• Communicate proactively with customers regarding PM scheduling, service updates, and changes to planned activities, ensuring expectations are managed effectively.
• Manage and maintain accurate PM schedules, records, and case data within Compass.
• Plan, schedule, and coordinate preventative maintenance activities to maximise engineer utilisation and ensure delivery within contractual service entitlements.
• Monitor PM completion performance and drive on-time execution through proactive follow-up and stakeholder engagement.
• Ensure compliance with global PM processes, standards, and operational procedures.
• Conduct regular reviews of PM cases to identify risks, implement corrective actions, and ensure activities remain on track.
• Track PM KPIs and performance metrics, ensuring delays, missed targets, and root causes are accurately documented.
• Contribute to continuous improvement initiatives that enhance planning effectiveness, operational efficiency, and customer service delivery.

• Manage assigned Compass opportunities throughout their lifecycle.
• Maintain accurate opportunity data, including close dates, next actions, and follow-up activities.
• Process service contracts accurately and within agreed service level expectations.
• Create and maintain equipment records within Compass and SAP to support operational activities.
• Support contract amendments, renewals, credits, and associated administrative activities as required.

• Support inventory and logistics activities required for successful service delivery, including parts availability, stock movements, and compliance with applicable procedures.
• Support the timely processing of work orders and associated service administration to ensure accurate billing and operational reporting.
• Manage customer self-fitted parts activities, including parts ordering, tracking delivery status, ensuring accurate work order documentation, and providing regular updates to customers throughout the process.
• Support the activation of customer e-learning programmes and SQT activations following purchase.
• Collaborate with internal stakeholders to ensure a seamless customer experience and efficient service delivery.

• Strong planning, scheduling, and organisational skills with the ability to manage multiple priorities simultaneously.
• High attention to detail and commitment to maintaining accurate system and planning data.
• Proactive problem-solving skills with the ability to anticipate risks and implement effective solutions.
• Ability to analyse service information and prioritise activities to meet business objectives.

• Fluency in English and French (written and spoken) is required to support customer and stakeholder communication across the region.
• Fluency in a Southern European language, both written and spoken, would be advantageous.
• Strong communication and interpersonal skills, with the ability to build effective relationships across customers and internal teams.
• Customer-focused mindset with the ability to manage expectations professionally and effectively.
• Proven ability to work collaboratively across multiple functions within a fast-paced service environment.

• Experience working with Salesforce (Compass), SAP and Microsoft Office applications would be an advantage.

• Self-motivated with a strong sense of ownership and accountability.
• Comfortable working in a dynamic operational environment with changing priorities.
• Results-oriented with a focus on delivering high-quality customer service and operational excellence.
• Continuous improvement mindset, seeking opportunities to enhance processes, efficiency, and customer outcomes.