Service Planner

Markem-Imaje is a trusted world manufacturer of product identification and traceability solutions, offering a full line of reliable and innovative inkjet, thermal transfer, laser, print and apply label systems. Markem-Imaje delivers fully integrated solutions that enable product quality and safety, regulatory and retailer compliance, better product recalls and improved manufacturing processes.

The Role

Position Title: Service Planner

The role serves as primary interface for customers and responds to general inquiries. Navigate ERP system to process orders, returns, credits, debits and service notifications. Interprets customer requirements and maintains necessary records in the ERP system. Track the system accuracy, resolve and update to ensure cleanliness of data. Discover and follow up opportunities for aftersales revenue and convert these into service contracts. Resolve routine customer complaints.  Consistently deliver professional service, project positive company image to instill customer confidence and retain customers.  

What you will do:

• Daily co-ordination, despatch and monitoring of inbound and outbound service calls to service engineers through SAP, Work Force Management (WFM), Service Delivery Tool (SDT);
• Prioritise call allocation per defined policies including allocation of customers’ break fix requests to helpdesk for troubleshooting;
• Accountable in the creation of quotation for “On-Demand” service work as per customers’ requirements;
• Liaise with customers on pre/ post service job updates, installation schedules, parts enquiries, purchase order follow up and all other service matters;
• Liaise with service engineers regarding call status progress and updates;
• Responsible for dealing with customer queries, complaints, claims, required support documents such as service reports and invoices, escalate to the supervisor/manager for complex commercial decisions; 
• Accurate inventory movement in ERP system and lead regular stock take / audits to confirm stock accuracy and make necessary adjustments following approval process;
• Follow up on leads from the technical team and uncover opportunities to develop aftersales revenue related to contract conversion. Quote, propose and enter the contracts and create the related jobs in SAP; 
• Work closely with CRM to ensure all Preventive Maintenance contract service requisitions are released and demand for parts is generated for the CRM team and track delivery to the field or customer sites;
• Handle service invoice enquiries and escalate to manager for any credits that may need to be applied;
• Coordinate disposal/destruction of trade-in printers in accordance with company policy;
• Utilize customer feedback; escalate consistent problem areas and recommend improvements;
• Other administrative duties as assigned.

What you need to have:

• Acquire and maintain Company product and service knowledge to satisfy customer and internal business needs;
• Excellent data entry skills and attention to detail;
• Excellent communication skills and interpretation of customer requirements;
• Strong planning and organization and customer relationship skills;
• Solid SAP knowledge or understanding of ERP processes;
• Sound problem-solving skills and ability to resolve non-standard situations.

Qualifications and Experience:

• Bachelor / Diploma of Business / Management or relevant trade qualifications will be advantageous with a minimum of 3 years of relevant work experience in a planning and co-ordination role.
• Minimum 3 years of supply chain production and material planning experience.
• Excellent interpersonal, communication skills in managing internal and external stake holders.
• Working knowledge of ERP/CRM systems (SAP, WFM, Salesforce)
• Relevant work experience in industrial, engineering, coding industry is an added advantage.

What we offer

• Growth opportunities within an international environment
• Performance bonus and yearly merit increase based on performance
• Free car park available
• Flexible work arrangement, including the option to work from home one day per week
• Employee Assistance Program (EAP)

You’ll only be the right candidate if you are aligned to our values and culture:

• Collaborative entrepreneurial spirit
• Winning through customers
• High ethical standards, openness and trust
• Expectations for results
• Respect and value people

If you believe you match our values and have the experience we’re looking for, then apply! We can’t wait to hear from you 

Work Arrangement : Onsite  

Salary Range :    -   

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position.  Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact keenehr@markem-imaje.com for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.

Job Function : Project & Program Management