Job Description
The services coordinator is responsible for scheduling product related services for the EMEA ACE - services division. The services coordinator works closely with the EMEA Reginal Services Managers on incoming region requests. Requests are to be fulfilled in a timely and accurate manner and to ensure skill requirements and efforts required are matched to a resource’s skills, availability, location, and customer’s needs. Additionally, the Services Coordinator must have a general understanding of Dynatrace Services offerings to ensure goals are achieved.
Qualifications
Individual must be able to work efficiently in a fast-paced environment including flexibility.
Must be a self -starter who will identify problems and initiate corrective actions without specific direction from supervisor.
Proven ability to prioritize multiple, conflicting tasks with deadlines.
Possess conflict management skills and the ability to work in an organizational structure to determine when and who to ask for help as needed.
Ability to display a structured focus yet demonstrate agility and change direction as needed.
Excellent customer service skills.
Outstanding verbal and written communication skills in English, French, and preferably Spanish as well.
Must be computer literate and have in depth experience of Microsoft Office, specifically with Excel.
Have experience with working in an IT services environment.
Additional Information
Key Activities:
Organize the activities of Delivery Consultants to ensure billable utilization goals and service levels are met
Complies with and ensures compliance to established business practices
Analyze and plan work schedules to minimize distances traveled by the field work force
Make changes to the planned work schedule in accordance with customer demands, priority levels, and capacity changes
Monitor weekly time conformance from the Delivery Consultants to ensure weekly standard hours in preparation for monthly customer billing, utilisation, and revenue recognition
Interface with internal and external customers to provide exceptional customer services
Work closely with the customer and internal Delivery Managers to accommodate reschedules
Guide the team on modifications to business practices, processes and/or procedures
Ensure proper workflow and escalation processes are defined and met and identify best practices and/or coordination process gaps or areas for improvement, recommend and implement solutions
Individual must be able to work efficiently in a fast-paced environment including flexibility.
Must be a self -starter who will identify problems and initiate corrective actions without specific direction from supervisor.
Proven ability to prioritize multiple, conflicting tasks with deadlines.
Possess conflict management skills and the ability to work in an organizational structure to determine when and who to ask for help as needed.
Ability to display a structured focus yet demonstrate agility and change direction as needed.
Excellent customer service skills.
Outstanding verbal and written communication skills in English, French, and preferably Spanish as well.
Must be computer literate and have in depth experience of Microsoft Office, specifically with Excel.
Have experience with working in an IT services environment.
