The role as the Service and Planning Co-ordinator will require the ability to deal across functions, from Field Service Engineers through to, and including, Senior Managers, decision makers and main board directors within customer organisations. Reporting to the Service Manager/Customer Services Supervisor the primary function of this role is for customers to have one point of contact for service and parts within designated regional area, covering all aspects of Customer Service. Promptly dealing and responding quickly to customer enquiries by telephone and email Act as secondary contact for all customers Accurately processing customer orders on SAP from various sources (parts / internal / external) Log all machine breakdowns and release/liaise with the field service team To effectively and efficiently answer service and break down requests from customers, considering at all times the SLA agreements in place. To allocate service / breakdown workload to the external engineers in an efficient and timely manner, considering locations and engineer travel time Review and process all field service for review and approval by the customer Provide customers with official quotations and follow up all opportunities in a timely manner. To manage the lifecycle of service contracts on a monthly basis, work with customers to advise when current contracts are expiring and ultimately encourage them to renew. Active follow up of equipment sold without service contracts. O...