We are pleased to be recruiting a Service Coordinator for a technology firm based in the outskirts of Norwich. The Service Coordinator will be the first point of contact for their customer base, responding to requests for support and providing excellent service levels.
The role includes the following key tasks:
- Administrative service tasks including logging updating and managing service calls and tickets
- Arranging reactive service calls to customer sites
- Ensuring service response and resolution times are met
- Feeding back to customers following reactive and scheduled service works
- Managing return of faulty parts and processing for repair
- Quoting for out of warranty support and parts repair
- Liaising with service engineers for technical support
- Identifying, tracking and raising service escalations to the Service Manager
The successful candidate will have excellent communication skills, a pro-active approach and will work with a degree of urgency to deliver the best possible service levels. We are looking for someone to own the role, being accountable and responsible for the daily mechanics of Service.
Experience
* Minimum 12 months in a similar service desk role
* Experience working with customers directly
* Experience managing subcontractors or internal technical resources
Qualities and Attitude
* Excellent communication skills
* Selfmotivated and driven
* Empathetic with customers and a desire to resolve issues in a timely manner
* Ability to work under pressure and to deadlines.
* Ability to work effectively without direct supervision.
* Understanding of data and reports
* Must have own transport – car/DVLC essential
* Competent with Microsoft office including Outlook, PowerPoint, Word, Excel
* Experience working with SAP and Freshdesk beneficial
Salary dependent on experience. Working week is Monday to Friday 8.00 to 17.00 and a car/DVLC is essential for the role.
If you have some of the relevant experiences and qualities for the role, please apply and a member of the team will give you a call for an informal chat