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Services Coordinator

Company Description

Dynatrace provides software intelligence to simplify cloud complexity and accelerate digital transformation. With automatic and intelligent observability at scale, our all-in-one platform delivers precise answers about the performance and security of applications, the underlying infrastructure, and the experience of all users to enable organizations to innovate faster, collaborate more efficiently, and deliver more value with dramatically less effort. That’s why many of the world’s largest organizations trust Dynatrace®️ to modernize and automate cloud operations, release better software faster, and deliver unrivalled digital experiences

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.