Service Planner

Date: 03-Mar-2021

Location: Sydney, AU

Company: Dover Corporation

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




Position Title: Service Planner






Reports to: Technical Service Manager






Department: Technical Service




Job Summary:


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.  Resolve routine customer complaints.  Consistently deliver professional service, project positive Company image to instill customer confidence and retain customers.



















Primary Duties & Responsibilities:


  • 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, service orders per customers’ requirements
  • Responsible for the efficiency and utilisation of the technical service engineers
  • Liaise with customers on pre/ post service job updates, installation schedules, parts enquiries, purchase orders follow up and all other service matters.
  • Liaise with service engineers regarding call status progress and updates
  • Collaborate with technical service supervisor/manager to schedule manpower and resources for the most effective preventative maintenance route and schedule
  • Responsible for dealing with customer queries, complaints, claims, required support documents such as service reports
  • Monitor backlog of open jobs and in collaboration with service supervisor as required, maintaining job status in system ensuring it is “up-to-date” at all times.
  • Generation of service reports in measuring KPI progress
  • Accurate inventory movement in ERP system and lead regular stock take / audits to confirm stock accuracy and make necessary adjustments following approval process
  • Work closely with Supplies and Service team (S&S) to ensure all Preventive Maintenance contract service orders are released and demands for parts are generated to CRM team  
  • Requisition all necessary parts, equipment to perform the maintenance work and manage delivery to the field in a timely manner
  • 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







Key Competencies:


  • Acquire and maintain Company product and service knowledge to satisfy customer needs
  • Excellent data entry skills and attention to details
  • Strong customer relationship skills
  • Excellent communication skills; written and verbal
  • Excellent active listening and interpretation of customer requirements
  • Strong planning and organization skills
  • Strong knowledge of customer service principles and practices
  • Good knowledge of Markem-Imaje products, services and order entry processes
  • Solid SAP knowledge or understanding of ERP processes.
  • Solid Microsoft Office skills; Outlook, Word, Excel, Adobe, PowerPoint, etc.
  • Sound problem-solving skills
  • Ability to resolve non-standard situations










Qualifications and Experience:


  • Diploma or qualification in electrical / mechanical / electronic / others
  • Minimum 3 years of planning and coordination experience in a field service organisation
  • Excellent interpersonal, communication skills in managing internal and external stakeholders
  • Working knowledge of ERP systems such as SAP
  • Relevant work experience in industrial, engineering, coding industry is added advantage





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.

Job Segment: Engineer, ERP, Electrical, SAP, Engineering, Technology, Customer Service