Service Coordinator LATAM

Kongsberg Maritime, a subsidiary of KONGSBERG, is a global marine technology company, providing innovative and reliable technology solutions for all marine industry sectors including merchant, offshore, subsea and naval. Headquartered in Kongsberg, Norway, the company has manufacturing, sales and service facilities in 34 countries. Kongsberg Maritime is a market leader in systems for positioning, surveying, navigation and automation. Important markets include countries with significant offshore and shipyard industries. We are determined to provide our customers with innovative and reliable marine electronics that ensure optimal operation at sea.

At KONGSBERG, we believe in tackling challenging problems and delivering extreme performance for extreme conditions. We do that through excellent products and services developed for delivering the greatest benefits to our customers.

KONGSBERG - Protechting People & Planet

For inspiration and more info watch this video and visit: Kongsbergwebsite

The Service Coordinator LATAM is responsible for responding to customers and allocating the proper service engineer for jobs. Aiding and supporting customers.

The Service Coordinator LATAM is the "go-to" person for all front-line customer communications regarding service. All customers will receive timely and accurate responses. This position requires vast customer support skills as it requires frequent contacts with customers and sister companies/headquarters.

Key Accountabilities:

• Create and review new work orders. Ensure that the correct customer information is set up in ERP and CRM.
• Quoting quality and accurate service requests from the customer.
• Communicate with the customer before and during the service with all questions related to engineer scheduling and job specifics.
• KMI 24-hour emergency support and KMI service desk emails outside of normal business hours.
• Interface with other departments (AMS, Logistics, and Finance)
• Responsible for Work orders and Service appointments regarding service orders.
• Ensure documents are submitted in a timely manner to support the invoicing timeframe requirements.
• Track and report monthly field service activities in regards to volume and margins.
• Track and report monthly field service open jobs and estimate time frame to invoice.
• Service process standardization related to delivery and strong focus on the customer and end result, continuous commitment to operational excellence, process efficiency and streamlined business to ultimately contribute, in cooperation with Sales Dept., to improving our market position and profitability.
• Assist with the logging of cases in Synergi to ensure customer issues related to Field Services are closed in a timely manner and to customer expectations.
• Debrief with service Engineers and follow up with handover to admin team after service jobs
• Participate in KPI and P&Ls meetings and improvement plans.
• Stay in close collaboration and attend routine meetings with project depts, and other regional and global coordinators for resource sharing.
• Responsible for CRM service email queues for coordination and respective dept.
• Responsible for following current HSE/Export control policies and making sure guidelines are followed for all service trips.
• Meet with engineering Group Managers to make final financial decisions on difficult or multi-trip service jobs. 
• Collaborate with sister company offices regarding warranty services regarding billing, delivery, and job specifics.

Qualifications and Experience:

• Technical expertise is a plus
• High level of customer service skills
• Experience with basic ERP system is a plus
• Carry out actions when needed to prevent errors within our delivery and scope of work.
• Assign all service appointments for resources
• Suggest improvements on procedures and report needs to Manager.Knowledge of KM Worldwide organizations, products, deliveries, and customers.
• Knowledge of operating a PC and working with Microsoft Office
• Ability to manage time and meet required deadlines
• Good English written and verbal communication with both internal and external customers
• Ability to be self-sufficient
• Positive attitude and ability to work well with others. Able to work in a multicultural environment.
• Solution-focused
• Committed and reliable

KONGSBERG is an equal opportunity employer. With us, you will be offered a competitive salary and benefit packages with good development opportunities in an international environment. We offer an inspiring and safe work-environment and the possibility to work with sustainable and exciting solutions for the future

Work Location: Balboa – Panama

Closing date by June 6th, 2025.