Service Coordinator📣 Job Ad

About ABB and the Service Coordinator Role

ABB is a global technology company focused on enabling industries to operate more efficiently and sustainably. We are seeking a Service Coordinator to join our team in Dammam, Eastern, Saudi Arabia. This full-time position reports to the Service Manager.

The Measurement & Analytics Division's Focus

The Measurement & Analytics Division is a leading manufacturer and supplier of smart instrumentation and analyzers, integral to industrial digital transformation. Its portfolio includes analyzers for gas and liquid compositions; instrumentation for process variables such as temperature, pressure, flow, and level; force measurement solutions for parameters like flatness, thickness, and tension; and advanced digital solutions for device management, health checks, and predictive maintenance. The Division serves key industries including oil and gas, chemical, water and wastewater, power, hydrogen, batteries, and marine, optimizing industrial processes by providing and analyzing data from sensing and smart measurement devices. This enables efficient operations and environmental sustainability through precise measurement of parameters like emission levels and production inputs.

Core Responsibilities

• Coordinate service work at customer sites, ensuring compliance with ABB's and customer's standards, procedures, and policies. Act as the primary customer contact during service job execution.
• Lead and deliver responsive support coordination to meet customer expectations.
• Coordinate, plan, schedule, and oversee all service jobs, including necessary resources, spare parts, and site logistics.
• Assess gaps in service delivery, contract execution, and customer focus, collaborating with engineers and operations managers to mitigate identified issues.
• Maintain and monitor the competency and certification database for Field Service Engineers (FSEs).
• Track the completion of service visits and ensure all documentation is finalized in a timely manner.
• Work to minimize the Cost of Poor Quality (COPQ) by reducing the need for FSE redispatch to complete assigned tasks.
• Review and communicate all on-site entry requirements for FSEs prior to site visits.
• Ensure proper Personal Protective Equipment (PPE) requirements are noted and made available for FSEs before their visits.
• Arrange and coordinate required training to clear FSEs for customer visits.
• Review all service activities and training necessary for a job, ensuring FSEs possess appropriate skillsets, safety education, travel documents, security clearance, and certifications for the requested scope of work.
• Prepare and arrange all required customer site access IDs for FSEs, accompanying engineers to customer sites to submit documents and obtain necessary approvals.
• Coordinate all customer training activities, including scheduling, communication, and follow-up with the customer and the Training Center.
• Coordinate with the Repair Center for equipment repair, service status updates, and communication with the customer until completion.
• Follow up on service visit invoicing by ensuring all required documentation is complete and coordinating with the Sales team until the invoice is issued.
• Manage all required reporting and documentation, ensuring all necessary data is registered in the system in a timely manner.
• Collaborate with other coordinators to maximize FSE resource allocation for customer service requests and contract delivery.
• Work with project managers to schedule project support utilizing FSEs.
• Work with operations managers to maximize FSE absorption and utilization rates, and to coordinate scheduled deliverables or planned services to meet agreement entitlements.
• Track service project milestones, coordinate with relevant stakeholders, and ensure all deliverables are completed on schedule.

Required Qualifications

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 2-3 years of experience in a similar role, preferably within a corporate environment.

Essential Skills

• Strong organizational and time management skills.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Knowledge and preparation skills for presentations and PowerPoint.
• Ability to work both independently and as part of a team.
• Attention to detail and problem-solving abilities.
• Knowledge of project management principles is an advantage.

Work Location and Type

This is a full-time position based in Dammam, Eastern, Saudi Arabia.