Service Coordinator

Computacenter AG & Co. oHG; Poznań; Ibrido; PLN 60.000 - 90.000; Tempo pieno

Vantaggi offerti da questo lavoro

Private medical care

Flexible cafeteria system

Employee Assistance Programme

Birthday leave

Language courses

Descrizione del lavoro

Computacenter AG & Co. oHG is seeking a Service Coordinator in Poznań to oversee end-to-end ticket lifecycles for international customers.

You will coordinate across internal teams, field engineers, logistics partners, and external providers to ensure timely delivery of incidents and service requests. The role emphasizes a strong customer-focused mindset, multi-tasking in a fast-paced environment, and collaboration with international teams.

Competenze

• Fluent German and English communication (min B2).
• Experience with ticketing systems/workflow platforms (Remedy, ServiceNow).
• Experience with device lifecycle, maintenance, logistics, field service or asset management processes.
• Ability to work independently while collaborating within international teams.

Mansioni

• Take ownership of incidents and requests throughout the ticket lifecycle, ensuring delivery per requirements and SLAs.
• Coordinate device lifecycle activities including swaps, refreshes, and maintenance services.
• Coordinate with customers, internal teams, field engineers, logistics partners, and external service providers to ensure service delivery.
• Maintain customer satisfaction and provide a consistent experience across touchpoints.
• Schedule engineers and coordinate resources for efficient delivery and targets.
• Monitor progress, SLAs, milestones, and escalate issues when needed.
• Manage asset data and documentation in service management tools.
• Conduct process and quality checks to ensure correct handling of service requests.

Conoscenze

German language

English language

Customer focus

Multitasking

Organizational skills

Problem solving

Independent work

Microsoft 365 knowledge

Strumenti

Remedy

ServiceNow

Microsoft 365

Descrizione del lavoro

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About the role:

Join our Global Service Coordination team within Maintenance & Device Lifecycle Services and support the end-to-end coordination of incidents, service requests and device lifecycle activities for international customers.

As a Service Coordinator, you will take ownership of tickets throughout their lifecycle, coordinating activities across internal teams, field engineers, logistics operations, external partners and vendors. Your role will be to ensure that customers receive the right product or service, in the right place and at the right time, in line with contractual requirements and agreed service levels. Acting as a central coordination point, you will work closely with customers, engineers, service providers and internal stakeholders to ensure successful service delivery throughout the ticket lifecycle.

Whether you are building your experience in service coordination or already have a strong background in customer service and operational support, this role offers opportunities to develop your expertise, work with global teams, and contribute to continuous service improvement.

Your future tasks will be:

• Taking ownership of incidents and requests throughout the complete ticket lifecycle and ensuring successful delivery in line with customer requirements and service levels.
• Supporting device lifecycle activities including device swaps, refreshes, maintenance services and other customer-specific lifecycle processes.
• Coordinating activities across customers, internal teams, field engineers, logistics partners and external service providers to ensure successful service delivery and achievement of operational targets.
• Maintaining and improving customer satisfaction, providing a consistent customer experience.
• Scheduling engineers and coordinating resources required to support efficient service delivery and operational targets.
• Monitoring ticket progress, service levels and delivery milestones, proactively identifying risks and escalating issues when required.
• Managing asset-related data and maintaining accurate documentation within service management tools.
• Performing process and quality checks to ensure service requests are handled correctly throughout the service lifecycle.
• Supporting knowledge management activities, including updating documentation, maintaining process information, and sharing best practices.
• Collaborating closely with team members and stakeholders to continuously improve processes, customer satisfaction, and operational performance.
• Supporting service improvement initiatives, optimization activities, and project-related tasks across the organization.
• Building expertise in customer processes, tools, and services while contributing to knowledge sharing and team development.

Role requirements:

• Fluent German and English communication skills (minimum B2), both spoken and written.
• Strong customer-focused mindset and confidence in communication with internal and external stakeholders.
• Ability to manage multiple tasks simultaneously, prioritize effectively, and work in a fast-paced environment.
• Good organizational skills, attention to detail, and a structured approach to work.
• Experience with ticketing systems or workflow management platforms (such as Remedy or ServiceNow) would be an advantage.
• Experience with device lifecycle, maintenance, logistics, field service or asset management processes would be an advantage.
• Ability to work independently while maintaining strong collaboration within international teams.
• Problem-solving mindset and willingness to take ownership of assigned tasks and customer requests.
• Good working knowledge of Microsoft 365 applications.
• Availability to work in shifts, depending on business and customer requirements.
• Hybrid working model - please note that this position is based in Poznań.

Why join this project?

• Become part of a Global Service Coordination team supporting end-to-end service delivery across multiple customers, countries and technology areas. You will gain practical experience in international service operations, device lifecycle services, partner and engineer coordination, logistics and continuous service improvement.
• Develop your career within a structured environment that offers opportunities for professional growth and progression.
• Gain exposure to global customers, operational processes, and service management best practices.
• Work in a collaborative team that values knowledge sharing, continuous learning, and process improvement.
• Build expertise across service coordination, customer management, and operational support functions.
• Enjoy a supportive work environment with our CCPL benefit package:
  • private medical care and a flexible cafeteria system
  • access to the Employee Assistance Programme (EAP), offering expert consultations and wellbeing support
  • opportunities to participate in charity, community, and company-wide initiatives, including events organized through the CharitaCenter
  • additional day off to celebrate your birthday
  • access to language courses and self-learning platforms

About us

Computacenter is a leading independent provider of IT infrastructure services, with about 21,000 employees worldwide. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

Interested in joining a company with a strong sense of community?

We’re growing. We’re hiring. We encourage. We empower. We support.
#winningtogether #peoplematter