The Service Coordinator Team Leader is responsible for ensuring the provision of high-quality support services to customers, taking responsibility for the day to day supervision and management of the Service Administration team, to be responsible for delivering operational efficiencies and process improvements to enhance the customer service delivered by the team, ensuring both customer and Linde KPIs are met..
We offer:
Ensuring that all Health & Safety and Environmental procedures are always followed and maintain general housekeeping rules. Ensure familiarity with the requirements of the appropriate quality systems that apply, i.e. ISO9001
• To ensure that customer breakdown calls are received and administered in an efficient and professional manner, achieving first time fix & response times wherever possible to achieve maximum efficiency and the required quality standards.
• Act as the first point of escalation for job & incident management
• To manage the Servicing and Thorough Examination Plans for the area of responsibility ensuring all services are carried out in accordance with the agreed procedures and timescales.
• To be responsible for providing quality estimates to customers for repairs, following service and breakdown, including maintaining a follow up and logging procedure.
Tasks and Qualifications:
Key metrics (e.g. annual turnover, production cost, purchase volume, budget):
• Customer satisfaction and net promotor score
• Response times / contract adherence
• % Travel Time
• First time fix
• On Time Servicing
• Aged WIP
• Estimates for repairs provided
• Engineer Productivity