Service Agreement Coordinator

**Service Agreement Coordinator**

Job posting link : (1) Service Agreement Coordinator | FLSmidth | LinkedIn

**Create a better future**

Do you want to make a difference in the world and contribute to a sustainable future? We believe we can develop the technology and gain the know-how to make that difference, in tackling the climate challenge. It's a big responsibility, and we have committed to do it. We need your skills, curiosity and drive for change to fulfil our goal. Together, we enable our customers to produce the materials needed for a better future.

**About The Department**

Join a global team of 17 motivated colleagues in Professional Service Operations. You will be in FLSmidth Cement office in Madrid, whereas the rest of the department are located around the world in different FLSmidth locations.

**About The Role**

You make the customers happy. The Service Agreement Coordinator will act as a Project Manager (PM) for a portfolio of Service Agreements, with a primary focus on defining the scope of the agreement, handling incidents with the L2 team, and managing renewal and expansion (upselling) offers for the following year(s). Monthly monitoring of project costs and time, and regular communication with clients to monitor customer experience will also be required.

**Typical Services Covered By The Agreements Will Include**
- 24/7 advanced troubleshooting of computer-based systems
- Preventive Maintenance Visits (PMV)
- Software as a Service (Subscription services) (SaaS)
- IoT-based services, such as performance monitoring

As a main activity, the Service Agreement Coordinator will arrange on-site Preventive Maintenance Visits (PMVs) and Remote Service Meetings (RSMs) in order to execute these activities as long-term planned activities.

**Job scope**

The Service Agreement Coordinator will be responsible for ensuring on-time, on-cost, on-spec delivery of Service Agreements, as well as ensuring customer satisfaction. This includes controlling customer expectations in accordance with the activities, actively pursuing commercial potential generated by executed orders, and reporting observed client needs to contribute to uninvited sales. The Service Agreement Coordinator will also ensure that renewal offers are sent ahead of time before the expiry and that the license extension is included in the renewed contracts.**Additionally, The Service Agreement Coordinator Will Be Responsible For**
- Keeping track of and reporting progress of service agreements
- Direct client contact and reporting to the department manager

The Service Agreement Coordinator will contribute to the development of service concepts and products, as well as the development of cohesive global service team concepts. The role will also help to retain clients by consistently meeting their expectations and ensuring a positive commercial outcome across the department basis, and to build internal cooperation and mutual respect between all parts of the company. The work location is at our office in Madrid, Denmark. Look forward to being part of a truly multicultural environment where you interact with customers Globally

**Experience Requirements**
- 1-3 years prior experience with the following service coordination and/or project management. Estimating, issuing service proposals, creating Proposal Order's, Project creation including, all travel needs; translating customer requirements into proposals, Order acknowledgments and invoices.
- Prior experience with end-to-end customer service coordination
- Commercial mindset, communication flow with external customers and a structured work approach.
- You have highly proficient General Office Skills Education, Office Clerk specializing in administration/finance or similar, as a minimum you speak and write English and Spanish to perfection. It's only a plus if you speak and write Portuguese.
- You possess excellent MS Office competencies and especially Microsoft Excel.
- You are used to having customer contact in a similar job function.
- Committed to building good relations to customers and colleagues externally as well as internally.
- As such, you are used to foresee and solve potential problems.
- You are proactive and have a structured approach to your tasks, enabling you to handle several cases at a time and often under time pressure.
- Colleagues know you as a person with a positive attitude, who is able to deliver in time although the pace is high.
- Moreover, you have a cross-cultural understanding and can communicate with people of different nationalities and professional backgrounds.

**What We Offer**
- Work-life balance so you can focus on professional and personal priorities
- Competitive benefits package including life health insurance options
- Time to recharge through vacation days and holidays
- A global network of supportive colleagues and growth opportunities

**Our commitment to you**

FLSmidth Cement helps build societies all over the world by contributing to the infr