Technical Service Coordinator - Heavy Plant
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About The Role
SMT GB is seeking a Technical Coordinator to join our dynamic team. This role will support the service centre office team with technical knowledge to ensure effective planning and processing of cases, supporting our Engineering team. Technical Coordinators will provide first-line technical support for customers, engineers, and service coordinators requiring in-depth technical descriptions.
What you will be doing:
* Serve as the first escalation point for technical support issues within the Service Co-ordination team.
* Assist the Service Delivery Manager in identifying training and development needs for Engineers.
* Communicate with customers at a highly technical level.
* Coordinate materials, labour, and resources for efficient job completion.
* Ensure compliance with processes and dealer standards per SMT GB's Integrated Management System (SHEQ).
* Act as deputy for the Service Delivery Manager during absences.
* Collaborate with the Contract Service Agreement team to ensure machines are serviced OTIF.
* Optimize scheduling and resource utilization, applying a right-first-time approach.
* Report ongoing issues or anomalies regarding job costs.
* Work with Engineers and Payroll to ensure accurate recording of engineer hours.
Requirements
Knowledge, Skills, and Experience
* NVQ Level 3 in Plant Maintenance or equivalent.
* Deep technical knowledge of heavy plant mechanical systems, machine ranges, and parts.
* Excellent written and verbal communication skills.
* Passion for delivering exceptional customer service.
* Problem-solving and troubleshooting skills.
* Ability to build strong relationships with stakeholders at all levels.
* Proficient in IT, with experience in MS Office and multiple systems.
* Ability to produce and interpret technical reports.
* Ability to work independently and at pace.
Desirable: Experience in technical support or project coordination roles.
Benefits
In addition to a competitive salary, benefits include:
* 5% Employer Pension contribution
* 25 days annual leave plus Bank Holidays
* Cycle to Work Scheme
* Life Assurance (4x salary)
* Yulife Wellbeing App
* Health, financial, mental health support services
* Free Will writing service
* 24/7 Doctor access via EAP
* Healthshield Cashplan
* Family-friendly policies
* Company events
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