About SMT
SMT is a leading full‑service distribution company specialising in machinery and trucks for the construction, material handling, recycling, and transport industry. Founded in 2010 with heritage that dates back to 1946, we operate across Africa, Belgium & Luxembourg, Great Britain, the Netherlands and the United States.
Position details
Grade: 14 | Location: Home Based | Contract: Full‑time, permanent
Role overview
We are seeking a CSA Performance Coordinator to oversee the delivery of our Level 3 Repair and Maintenance Customer Support Agreements. You will ensure agreements are fulfilled on time, within budget, and in line with agreed SLAs. Using financial and condition‑based data, you’ll apply a “Repair before Failure” strategy to minimise downtime and maximise profitability. Acting as the main point of contact for L3 CSA activity, you’ll work closely with customers and Service teams to drive operational excellence.
What you’ll be doing
Pre‑Service
* Schedule services based on urgency, location and job scope.
* Review past service notes and outstanding work.
* Account for any customer‑specific requirements.
* Confirm plans with Service Desk and customer.
* Assign jobs to engineers via service tool.
Post‑Service
* Ensure all planned and additional work is completed.
* Review inspection reports and request parts quotes.
* Follow up with customers as needed.
Repairs
* Monitor machine condition via ActiveCare.
* Track and report on SLA uptime performance.
* Plan and schedule repairs proactively.
Other duties
* Validate and approve contract costs.
* Understand site conditions.
* Manage satisfaction guarantee vouchers.
* Ensure machine telematics connectivity.
Essential skills and experience
* Experience in a technical/engineering role – ideally in construction.
* Proactive and customer‑focused mindset.
* Strong communication and interpersonal skills.
* Confident phone manner and competent keyboard skills.
* Ability to work independently and prioritise effectively.
* Logical thinker with problem‑solving skills.
* Flexible, co‑operative and reliable.
* Basic understanding of mechanical systems.
* Professional and accountable approach.
* Good mechanical knowledge and system awareness.
* Strong computer and financial literacy.
* Experience working directly with external customers.
* Full UK driving licence.
Desirable
* Experience in aftermarket sales/service (B2B).
* Knowledge of SMT GB products and the construction industry.
* Experience managing financial aspects of contracts.
Benefits
Taking Care of You
* Health Cash Plan – Claim money back on prescriptions, glasses, dental appointments, physiotherapy and more. Basic plan covered with option to upgrade.
* Free physio access – Speak to a physio by phone or video.
* 24/7 GP service – Private GP access anytime.
Life Outside of Work
* Enhanced sick pay – Extra support when you’re unwell.
* Family leave – Enhanced maternity, paternity and adoption leave.
* IVF support – Paid time off for treatment and appointments.
* Retirement support – Bonuses and phasedown days when it’s time to retire.
Financial Extras
* Pension – We match your contributions up to 5 %.
* Car leasing – Salary sacrifice schemes through Tusker or Octopus.
* Cycle to work – Save on a new bike and accessories.
* Discounts platform – Save on groceries, holidays, shopping and more.
Team Benefits
You’ll also have access to team‑focused benefits such as a refer‑a‑friend bonus, long‑service awards starting at three years, a paid volunteering day each year, Christmas shutdown as part of your holiday allowance, and opportunities to get involved through the Employee Council, Social Committee, and Caring, Daring, Sharing awards.
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