About The Role
SMT GB is searching for a Technical Coordinator to join our dynamic team. This role will support the service centre office team with Technical knowledge to ensure effective and efficient planning and processing of cases to support our Engineering team. Technical Coordinators will provide first line technical support where customers, engineers and service coordinators require a more in depth technical descriptions.
What you will be doing:
* Be the first line of escalation for technical support issues within the Service Co-ordination team.
* Support the Service Delivery Manager with identification of training and development requirements of Engineers.
* Support with communications with customers at a highly technical level.
* Responsible for the co-ordination of all materials, labour and other necessary resources required for the efficient completion of any job.
* Ensure compliance with all processes and dealer operating standards in accordance with the SMT GB Integrated Management System (SHEQ) Safety, Health, Environmental care and Quality, acting as the first line of escalation
* Deputise for the Service Delivery Manager as required during periods of holiday or other absence
* Work with the Contract Service Agreement team to ensure machines are serviced On Time In Full (OTIF).
* Ensure efficient scheduling and utilisation of Engineer resource, applying a right first time approach. Review utilisation report data and use this for decision making to maximise efficient planning.
* Raise any ongoing or anomalies regarding costs incurred in jobs.
* Work with Engineers an Payroll to ensure that all engineers hours.
Requirements
Knowledge, Skills, And Experience
* NVQ Level 3 in Plant Maintenance or equivalent
* In depth technical knowledge of current heavy plant mechanical systems, machine ranges and parts
* Excellent communication skills both written and verbal
* Passionate about delivering exceptional levels of customer service
* Ability to troubleshoot and solve problems efficiently.
* Able to build good working relationships with internal and external stakeholders at all levels
* Excellent IT skills with experience using all MS packages and multiple systems
* Able to produce and understand technical reports.
* Ability to work at pace and off of own initiative.
Desirable:
* Experience working in a technical support or project coordination role is preferred.
Benefits
What We Offer You
In addition to a competitive salary, you will have access to the following benefits:
* 5% Employer Pension contribution
* 25 days annual leave + Bank Holidays
* Cycle to Work Scheme
* Life Assurance 4 x annual salary
* Yulife – Wellbeing App offering discounts and vouchers
* Financial/Physical/Mental Health Counselling and Coaching sessions
* Free Will writing service
* EAP, which includes 24/7 Doctor access
* Healthshield – Cashplan for all employees
* Family Friendly policies
* Company events