Service Order Coordinator

The key responsibilities of the Service Order Management coordinator are to ensure Service Orders & Contracts are well created and booked according to Customer's Purchase Orders.

Ensuring all relevant detailed information are correctly recorded to allow the services execution team to properly implement the service delivery.

For Flow business (transactional, simple orders not requiring a project engineer), the coordinator will also execute the order (End to End cycle from order booking until order completion, including Gross Margin control).

Key Success Factors:


* Good interpersonal communication and relationship with others (collaborate, convince)


* Critical thinking and Digital mindset leveraging digital tools to gain process efficiency


* Time to book, to raise Purchase requisition, to invoice


* All WO created at booking stage with right entitlement


* Timely update of customer and SE internal stakeholder


* Part availability control Lead Time & delivery

Essential responsibilities:

Review Customer's Purchase Orders and validate the following information

• Installed Products are eligible for services and correct

• Bill to Accounts and Installed at accounts are correct and active with payment condition (monthly , quarterly)

• PO validation process is followed (Pricing on Customer's Purchase Order match Customer's Price list or Service Quote, QLK approved with right approvers, PO booking checklist is completed, credit and risk review)

Book and set billing plan

• Enter and book Service Orders and Service Contracts in ERP system (SAP, Oracle or alternative country ERP)

• Ensure all contract information are transferred to BFS

• Ensure that the right Gross Margin is captured in ERP as per QLK

• Set appropriate billing plan in the ERP to ensure proper invoice generation

• In case of request for cancellation: inform Services Execution, team and Terminate Service Orders and Contracts

• Issue a credit request if needed

Post Booking Executions

• Apply Service Entitlements and PM Plans to the proper Service Contracts

• Create Service Work Orders associated to Service Orders with good understanding of Scope of Work

• Ensure that Estimates are entered in ERP, and labor estimate time in the Work Orders

• Provide booking confirmation to the customer (flow business) or SE project managers (project type business)

• For flow business:

• Manage orders and coordinate with planner, spare parts and logistics teams, forwarders, sales and customers in order to ensure service is performed on time and no products are damaged

• Notify appropriate parties (customers / SE stakeholders) of product shipping, site intervention dates and any risks (safety or other )

• Assist project execution team on contract administration and obligations regarding delay notices, pricing and claims management, as well subcontracting

• Use digital tool (e-MRO) to check availability and lead time of spare pa...