Operations Coordinator
This internationally renowned business with a strong UK presence has become one of the dominant players in the security market. With an impressive client base that boasts some major international Plc’s and major brand names they have continued to expand their business through their reputation for quality and delivery. To continue their impressive growth record they are looking to increase their successful team of operations team. The company can offer an impressive training and development programme allowing the successful candidates rapid career progression and the future option of international opportunities.
Service Request Management
* Manage all incoming service requests from initiation through to billing completion.
* Monitor and respond to the service email inbox throughout the day, ensuring timely acknowledgment and action.
* Review customer notifications regularly to avoid missed or delayed service tickets, with attention to priority calls.
* Update all stages of service calls within the service tracker system.
* Ensure all job numbers and internal paperwork are created accurately within the correct region.
* Follow up on open service tickets within 24 hours and communicate progress to customers.
Technician Coordination
* Create, schedule, and dispatch service calls to technicians.
* Administer technician check-in/check-out procedures and notify supervisors of late or missing personnel.
* Review the schedule/calendar daily—particularly at day’s end—to confirm all technicians have assigned work.
* Ensure technician vehicle inventory is maintained with common parts and required tools to minimize return visits.
Parts, Inventory & Logistics
* Procure parts and materials required for service tickets.
* Arrange deliveries of materials to job sites or customer locations as needed.
* Review pending service calls to confirm required parts are ordered and properly shelved upon arrival.
* Coordinate hire/rental equipment when necessary.
* Manage incoming deliveries and outbound shipments to customers.
* Liaise with suppliers regarding warranty repairs and RMA processes.
Billing & Administrative Duties
* Assist in resolving accounting issues related to department payments.
* Review all completed service calls to ensure proper billing or warranty classification for both local and out-of-area jobs.
* Log and update all billing details accurately and on time.
* Maintain reports and spreadsheets for customers that require ongoing documentation.
Customer Service & Communication
* Provide customer quotes and proposals as needed.
* Conduct daily or weekly conference calls with customers to discuss service updates or requirements.
* Visit key customer accounts when necessary, especially large or strategic accounts requiring improvement opportunities