Service Co-ordinator

Our client is urgently seeking a Service Co-ordinator - Reporting to the Customer Service Manager

Job objective:        

The Service Co-ordinator is responsible for efficient and effective co-ordination of Service & Installation Engineer resource to ensure work is carried out within agreed time frames and scope to a high quality standard to continuously improve customer satisfaction scores.

Tasks & activities

• Pro-active coordination of Site Service work and Service Engineers including travel arrangements, tools and PPE (Personal Protective Equipment).
• Act as Single Point of Contact for all Field Service bookings.
• Responsibility for Administering Service Contracts (co-ordination, etc) within SAP.
• Administration relating to Field Service including expenses, job cards, follow up on reports and actions.
• Coordination and booking of service engineer training.
• Proactive and solution orientated resolution of issues in a timely manner engaging with customers, colleagues and peers as needed.
• Responding quickly and professionally to customer enquiries.
• Processing quotations and orders for labour in SAP.
• Following-up progress of outstanding customer quotations.
• Ensures completion of outstanding service tasks as identified in engineers reports.
• Following up on completed service jobs to ensure Customer Satisfaction.
• Following up on orders to ensure timely completion and coordination with parts and third parties.
• Liaising with internal staff (both in the UK and abroad), suppliers etc. to resolve customer enquiries.
• Ensure hours are booked within deadlines set by Finance Department.
• Assisting with Appraisals for the Service and Installation team
• To provide office support to the Health & Safety Manager, for the implementation of safe contractor admin, risk assessments, method statements, PPE, etc.

Education, Experience and Required Skills

• 3 years previous experience in a similar customer service/ field service or similar customer facing role.
• Experience of coordinating technical projects would be an advantage
• Commercially competent
• Experience of working in an office environment handling customer contacts relating to engineering or technical machinery.
• Ability to maintain a professional and positive attitude.
• Good PC and keyboard skills.
• Knowledge of Windows and basic Microsoft applications e.g. Word, Excel, Outlook etc.
• Previous experience with SAP would be an advantage.
• Ability to communicate professionally with customers.
• Excellent organisational skills, methodical and logical.
• Excellent time management and administrative skills.
• Ability to multi-task and work under pressure.
• German or other Northern European Language skills are welcome, but not essential

Personality

• Customer orientated
• Business minded, commercial
• Leader, motivator, coach
• Team player, driven, doer, achiever
• Decisive, diplomatic, firm but fair
• Reliable, compliant, self-checking, meets deadlines