Service Coordinator

Department: Services / Flow Control
Reporting To: Service Manager / Head of Services
Location: Indonesia (Pekanbaru, Sumatra)

Purpose of this position

The Service Coordinator is responsible for coordinating all service activities, ensuring efficient planning and execution of field service, repairs, maintenance, shutdowns, commissioning, warranty activities, and customer support. The role acts as the primary interface between customers, service engineers, sales, workshops, supply chain, and finance to ensure timely delivery of service commitments and high customer satisfaction.

Key Responsibilities

Service Planning & Coordination

• Coordinate daily service activities for field engineers and technicians.
• Schedule site visits, troubleshooting, maintenance, commissioning, and shutdown support.
• Monitor service workload and resource allocation.
• Ensure manpower, tools, spare parts, and documentation are available before mobilization.
• Coordinate subcontractors and third-party service providers when required.

Customer Support

• Serve as the first point of contact for service-related customer inquiries.
• Respond promptly to customer requests and service emergencies.
• Ensure customer requirements are understood and communicated internally.
• Maintain regular communication regarding service status and progress.

Work Order Management

• Create and manage service orders in SAP, Salesforce or relevant systems.
• Track service execution from quotation through invoicing.
• Monitor open service cases and ensure timely closure.
• Maintain accurate service records and reports.

Spare Parts & Logistics Coordination

• Coordinate spare parts availability with Supply Chain and Warehouse teams.
• Arrange shipment and delivery of parts to customer sites.
• Support inventory planning for frequently used service parts.
• Follow up on urgent material shortages affecting service delivery.

Documentation & Reporting

• Prepare service reports, customer visit reports, and completion certificates.
• Maintain service databases and records.
• Track KPIs such as: Service response time Utilization rate On-time delivery Safety performance Customer satisfaction Service sales conversion

Commercial Support

• Support preparation of service quotations and proposals.
• Coordinate customer purchase orders and service contracts.
• Follow up quotation status with customers and sales teams.
• Support invoicing and receivables follow-up where necessary.

HSE & Compliance

• Ensure service activities comply with Valmet HSE requirements.
• Verify availability of permits, safety training, and certifications before site mobilization.
• Promote safe working practices and incident reporting.

Continuous Improvement

• Participate in service process improvements.
• Support implementation of digital tools and service management systems.
• Identify opportunities to improve customer experience and operational efficiency.

Qualifications

Education

• Diploma or Bachelor's Degree in: Mechanical Engineering Instrumentation Engineering Electrical Engineering Industrial Engineering Business Administration (with technical background preferred)

Experience

• 3-7 years experience in: Service coordination Maintenance planning Valve service operations Rotating equipment service Process industry maintenance