Senior Service Coordinator at Royal Power and Energy Limited (RPEL)

⏲ Apr 1, 2025, 6:39 AM
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Royal Power and Energy Limited (RPEL), with experience of over 10 years in the Nigerian Power Industry, is a total solution provider. Our experience empowers us to comprehend the market, guaranteeing we offer elite items and frameworks that give a high level of unwavering quality, reasonability, serviceability, excess and adaptability of activity. We Provide the following services: Power generation services, like Solar grid, Gas; Power solution services; Power backup solutions; Renewable energy solutions; Power protection services; Power conditioning services; and Transmission and distribution services. RPE’s ultimate goal is to upgrade the lives of millions of Nigerians, provide a better environment for the future generation and also to protect our environment.

We are recruiting to fill the position below:

Job Title: Senior Service Coordinator

Location: Victoria Island, Lagos
Employment Type: Full-time

Responsibilities

Improving customer service procedures, policies, internal/external written/verbal communication and quality standards across Service department.
Ensure job schedule for all regions is created minimum one week in advance and is made ready each Friday, prior to the upcoming week.
Ensure all service related JCC’s are collected and dispatched to Head Office on a weekly basis, ensuring none go missing or remain unsigned, in line with invoice requirements.
Ensure all equipment covered under SLA agreements have PM’s properly scheduled as per terms of the SLA and JCC are fully collected in line with SLA invoice requirements.
Manage on a daily basis all Service coordinators and engineers’ activities ensuring all tasks allocated are completed and closed correctly in a timely manner.
Any tasks not closed or completed at close of each business day must be properly rescheduled and correctly ticketed for urgent fault closure.
Monitor, coordinate and manage all incoming mails sent to helpdesk mailbox to ensure prompt customer response and resolution of complaint or issues in a timely manner in line with fault severity
Follow-up with coordinators and engineers daily, or hourly if required, to ensure that task/installation, especially priority calls are completed on time.
Ensure accurate use of the Service software by coordinators and engineers whilst escalating to management any continued, ongoing problems.
Review technical recommendation for ticket resolution
Ensure prompt dispatch and retrieval of spares, batteries etc.
Prepare and present weekly and monthly activity report to Management
Responsible for compliance with ISO system for business process
Ensure that all service complaints or installations are updated on the software daily.
Ensure information on job tickets is accurate and up to date, and is closed out in a timely manner.
Handling customer complaints or any major incidents ensuring any major issues are quickly escalated to implement compatible solutions
Understand customer needs and provide consistent high levels of service delivery,
Plan and utilise resources to achieve qualitative and quantitative targets