Service Support Senior Coordinator

Key responsibilities

• Coordinate daily service schedules and assignments for Power and Thermal field engineers, including planned preventive, dispatch, and corrective works on customer site.
• Support Asia Service Administration (Manila) by preparing and submitting service transaction requests, follow-up on processing status, and ensuring timely data updates in ERP/CRM.
• Execute accurate and timely entry of service orders, work completion records, time sheets, and related transaction documents in the company systems.
• Verify and prepare service paperwork for invoicing (e.g., work confirmation, time logs, service codes) and escalate discrepancies to Finance / Service Admin Lead (note: quotation preparation is not in scope).
• Act as the first point of contact for internal stakeholders (Sales, FSEs, Operations) for routine service admin queries; escalate complex issues to the Lead.
• Monitor invoice team’s regular invoices process and provide regular reports or alerts to the Service Admin Lead (e.g., missed, overdue actions).
• Support continuous improvement by identifying recurring admin/process issues and suggesting practical fixes to the Service Admin Lead.
• Contribute to onboarding and basic training of new Service Admins or temporary admin staff when required.

Qualifications & experience

• 2–4 years of relevant experience in service operations, field coordination, or back-office support (preferably within data centre, industrial services, or technical field services).
• Hands-on experience with ERP and CRM systems (e.g., SAP, Oracle, MS Dynamics, Salesforce) — able to create/track service orders and update records.
• Good command of Japanese and English (both written and spoken).
• Strong MS Excel skills and basic comfort with reporting.
• Proven ability to work with client/service engineers and cross-functional teams in a fast-paced operational environment.
• High attention to detail, reliable ownership mentality, and good problem-solving skills.
• Customer-service mindset and clear, professional communication skills.

Desired (nice-to-have)

• Prior exposure to service billing/invoice preparation or experience liaising with Finance.
• Maintain audit-ready documentation and ensure compliance with internal policies and relevant regulations; support internal/external audits by providing requested records.
• Experience coordinating schedules/planning for technical teams (rotation, shift planning).
• Familiarity with data center operations terminology (UPS, PDU, CRAH/CRAC, chiller) or technical field-service workflows.

Competencies and behaviors

• Execution oriented: completes tasks accurately and on time.
• Team player: collaborates with local and regional teams and escalates proactively.
• Organized and process-driven: follows checklists and maintains audit trails.
• Customer focused: maintains professionalism and timeliness in external communications.
• Adaptable: handles urgent out-of-hours requests or schedule changes.

Performance indicators (examples)

• SLA compliance for service order processing (e.g., % of service transactions entered within agreed timeframe).
• Schedule adherence and % of successful dispatches vs. failed/missed dispatches.
• Invoice readiness: % of service jobs with complete paperwork on first submission.
• Data accuracy in ERP/CRM (error rate < target threshold).
• Responsiveness: average time to acknowledge internal stakeholder queries.

Working conditions

• Office-based role with requirement to coordinate field activities; occasional on-site attendance with engineers may be required.
• May involve periodic on-call availability for urgent scheduling/administration (to be defined in local policy).

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