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Service Coordinator

2 months ago

Auckland City, New Zealand Teletrac Navman Full time

Teletrac Navman is a software-as-a-service (SaaS) provider leveraging location-based technology that empowers people managing mobile assets to move their business forward with certainty.

As a Service Coordinator, you will be responsible for the management of all relevant installation movements of Teletrac Navman products and book install-related work, communicating effectively through the installer network

**WHAT YOU WILL DO**

Your responsibilities will also include:

- Liaising with clients for the timely resolution of their install issues and requirements
- Booking of install-related work and communicating this effectively through the installer network
- Generating the necessary paper trail for all internal as well as external contracted work
- Ensuring that all Teletrac Navman install software is used effectively and with the desired result
- Reporting to the Field Services and Logistics Manager statistics as per his/her parameters
- Ensure that regular stock takes are completed and that all stock locations are accountable
- Invoicing hardware/parts used weekly
- Understanding and being able to quote on install relevant projects
- Ensure that the RMA process is followed and maintained by the installer network
- To be able to supply Tier 1 support when so required
- Monitor and report on the status and progress of work to the Installation Services Manager
- Co-ordinate issue resolution of customer vehicles with the Technical Support team and Manager
- Understand and learn about the Teletrac Navman hardware products to be able to troubleshoot installation issues
- Coordinate issue resolution with the customer

**At Teletrac Navman, we believe in YOU.** We believe in your potential - your ability to learn, grow and make an impact. And we believe in giving you the opportunity, accountability, and visibility to do just that.

To be successful in this role, YOU will be equipped with:

- Previous experience in a service coordination or customer support role, managing a large volume of tickets and meeting SLA’s
- Proficient in Microsoft Office (Excel, Outlook, Teams, Word, etc.) and any ticketing systems. Freshdesk is a plus
- Ability to fully understand, repeat and document problems to assist the engineering team
- Flexibility and ability to understand/learn new languages, technologies and tools
- Methodical diagnostic skills
- Willingness to take ownership, be held accountable and achieve a good outcome for all stakeholders
- Able to work with a diverse array of people, challenging in a non-confrontational way and building successful working relationships
- Displays a sound business judgment and decision-making capability
- Strong written and verbal communication skills with the ability to communicate effectively at all levels
- Passionate customer service

Vontier is a $3B global industrial technology company focused on smarter transportation and mobility. Our six operating companies—Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, Hennessy Industries, and DRB Systems—are united by a powerful purpose: mobilizing the future to create a better world. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier’s pioneering solutions advance safety, security, efficiency, and sustainability worldwide.
Energized by our shared purpose and values, we have a strong culture shaped by a deep organization-wide commitment to inclusion, diversity, and equity (ID&E) and environmental, social, and governance (ESG). Eight vibrant global employee resource groups serve as powerful focal points for connection, community, and advocacy, and we actively support community causes through Vontier Cares. We offer flexible remote and in-person, open-space work options.

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