Services Coordinator

Moog is a performance culture that empowers people to achieve great things. Our people enjoy solving interesting technical challenges in a culture where everyone trusts each other to do the right thing. For you, working with us can mean deeper job satisfaction, better rewards, and a great quality of life inside and outside of work.

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Services Coordinator

Moog B.V., Nieuw-Vennep, The Netherlands

Moog B.V. is a company that is passionate about engineering and providing high-tech simulation and test technologies for the aircraft, automotive, and motion control application markets. Our facility in Nieuw-Vennep, the Netherlands, is home to 115 highly qualified and motivated employees who work in a unique atmosphere.

As a subsidiary of Moog Inc., a global leader in motion control, we are able to offer exciting job and career opportunities in an international environment. Moog, founded in 1951, is a multinational corporation based in Buffalo, New York, with over 12,000 employees worldwide.

Our Business Unit Simulation & Test in Nieuw-Vennep is focused on the development of motion systems that replicate real flight and drive experience, control loading systems that provide advanced force feedback on pilots' controls in simulators, and aerospace and automotive testing systems for material, structural, and systems. We serve a diverse range of clients, including major OEMs such as Airbus, Boeing, BMW, Ford, and more.
 

Position Summary

The Services Coordinator is a key role within the Aftermarket department, responsible for the seamless coordination of daily service activities and the management of onsite services orders. This position serves as a primary point of contact for customers, ensuring that service requests, from initial inquiry to final invoicing, are handled efficiently and professionally.

By balancing day-to-day service logistics with order management, the Services Coordinator plays a vital part in executing the department's strategy, enhancing customer satisfaction, and driving continuous improvement.

Key Responsibilities

1. Service Coordination & Operations

• Incident & Case Management: Responsible for monitoring incoming service requests through the Aftermarket Service inbox and other channels. Ensure all requests are correctly logged in the incident management system, delegated to the appropriate team members, and followed up on in a timely manner.
• Planning & Resource Allocation: Responsible for the master service schedule, planning and allocating Field Service Technicians/Engineers for all planned and unplanned service requests. Confirm arrangements with the customer. Ensure engineers have all relevant information for their travel or remote activities. Ensure parts and tools necessary for the job are prepared and shipped well in advance.
• Quotation & Financial Closing: Create and manage quotes for service activities in SAP. Ensure all service trips are properly closed by collecting technician hours, expenses, and trip reports to enable timely invoicing. Review and confirm that the service visit report and the work order are signed and properly archived.
• Customer Communication & Delegation: Responsible for the primary point of contact for customers regarding initial service inquiries, quotes, and scheduling. Coordinate the daily team stand-up to discuss workload and support questions. Delegate incident tickets and activities based on team member skills and workload.
• SLA/SMA & Contract Management: Review Service Level Agreement (SLA) contracts during the sales phase to confirm service department capabilities. Enter and maintain all SLA/SMA data in CRM and ensure annual maintenance visits are scheduled.
• License & Support Hour Management: Manage software licensing for customers with SLA/SMA contracts. Ensure remote support hours are accurately logged and managed.

2. Order Management

• Service Order Coordination: Serve as the primary point of contact for internal customers (Sales, Project Management, COC, Ops) on service-related orders, keeping them informed on progress and schedules.
• Order Execution: Understand and manage the order's scope, budget, and timeline from the internal handover. Proactively monitor the schedule, plan all activities and deliverables, and drive the order to completion within the budgeted costs.
• Stakeholder Communication: Communicate transparently with internal teams (e.g., Engineering, Operations, Finance) and external stakeholders. Act as a professional representative of Moog in all interactions.

3. Strategic & Improvement Activities

• Trend Monitoring: Analyze day-to-day customer input and registered cases to identify and report on trends, such as repetitive technical problems or issues affecting multiple customers.
• Knowledge Base Management: Coordinate the capture of technical knowledge by ensuring engineers create and log Field Service Bulletins (FSBs) and Knowledge Articles (KAs) following service activities.
• Critical Parts Management: Responsible for the critical spare parts inventory. Use trend analysis to ensure high-usage and critical components are in Moog B.V. inventory.
• Continuous Improvement: Actively identify and suggest opportunities for process improvements related to quotations, support availability, and customer satisfaction monitoring.
• Escalation Management: Ensure that customer cases or internal issues requiring significant support from other departments are escalated in a timely manner.
• Ensuring compliance with service agreements.
• Improving the performance of the system by identifying issues and suggesting improvements.
• Contributing to the Moog mission by collaborating with the departments manager, translating strategy into operational actions.

Qualifications & Competencies

                Required Experience & Skills:

• Proven experience in a service coordination, project coordination, or technical customer support role.
• Strong proficiency with Microsoft dynamics platforms such as CRM, Azure, outlook systems.
• Exceptional organizational and planning skills, with the ability to manage multiple priorities and deadlines effectively (Stress resilience).
• Excellent communication and interpersonal skills, capable of interacting confidently with customers, suppliers, and internal teams across different cultures.
• A structured and driven mindset with a focus on completing tasks on time and within budget.
• Strong problem-solving skills with the ability to listen to team arguments and escalate issues when necessary.

Desired Attributes:

• Experience in a technical or engineering-focused industry.
• Familiarity with managing Service Level Agreements (SLAs) and contracts.
• A proactive approach to identifying trends and suggesting process improvements.

What we offer:

• An exciting and intellectually stimulating work environment that prioritizes customer satisfaction
• Opportunities to develop and advance professionally in a dynamic and high-tech international setting
• Attractive compensation and benefits package that aligns with industry standards and the company's collective agreement

Reporting line:

• The Services Coordinator will report directly to the Manager of Aftermarket Services.

What do we offer:

• A fun and intellectually stimulating work environment with a high level of customer focus.
• The chance to develop and grow in a high-tech international environment.
• The salary and secondary conditions are according to Moog BV CAO and are good in line with the position.
• Full-time position with at least 38 days of holidays per year.

Interested?

If you are interested in this opportunity, please send your CV and motivation to our team via the system.

If you have any detailed questions regarding the position, please contact Akmal Zakeryaev: at [email protected]