Overview
Aftermarket Service Administrator role at Grayson Thermal Systems
Grayson Thermal Systems, based in Birmingham, designs, manufactures, and supplies driveline cooling, heating, and air conditioning products to low volume vehicle industries worldwide, including bus, coach, rail, off-highway, and commercial vehicles. A proud UK manufacturer, we work in partnership with our customers to develop innovative ways to improve vehicle performance and reliability. Formed in 1978, we remain a privately owned, family business with exceptional staff throughout the organisation, ensuring the core beliefs that have led to our success remain at the heart of our operations.
Role
Reporting to the Aftermarket Commercial Manager, this role requires a highly motivated and forward-thinking individual to join a small, fast-paced aftermarket team based in Birmingham. The candidate should have strong administration, organisational, and customer service skills. You will be a key member of the aftermarket department, managing service contracts, planning service engineers’ workloads, processing call outs, and handling daily enquiries. You will work closely with Service Engineers to ensure the most cost-effective scheduling, and you will interact with customers in the UK and potentially abroad to ensure timely servicing and accurate invoicing, while keeping all files up to date. We are seeking a pro-active, fast-learning individual who can work well under pressure, adapt to change, and contribute as a team player as well as independently.
Responsibilities
* To ensure all customers receive the best possible service.
* To offer excellent communication with customers and Grayson internal staff.
* Manage service contracts obtained by the External Sales Team, including working with depots to book works and plan engineers’ workload effectively.
* Work closely with the External Sales Team on retaining current contracts, as well as providing account information for new or renewals of contracts.
* Be the main contact for designated customers, building rapport and ensuring contracts run smoothly and are invoiced correctly.
* Process works quickly and efficiently using Protean, ensuring contracts are up to date and customers are invoiced correctly to achieve department targets.
* Assist with booking, planning and processing of additional works outside of contracted customers, including creating quotes for parts and labour.
* Support and assist the parts desks and parts customers, processing orders and liaising with manufacturing.
* Answer incoming calls, process call-outs, organise parts, and liaise with warranty/quality departments.
* Collaborate with the team to achieve monthly target figures.
* Perform general administration tasks such as filing, reporting, and creating spreadsheets.
* Work closely with depots and engineers to ensure timely vehicle repairs.
* Coordinate with purchasing/procurement to source parts.
* Promote added sales of the current product portfolio.
* Undertake other duties as requested by the Head of Aftermarket, Service Manager and Service Team Leader.
Experience / Qualifications
* Minimum of 5 years relevant sales/customer service experience.
* Experience in the HVAC sector.
* Experience with Microsoft Excel.
* Evidence of administrative experience.
* Ability to work to and meet deadlines.
* Good interpersonal and communication skills.
* Excellent planning and organisation skills.
Competencies
* Inquisitive mind
* Personal confidence and ability to handle challenging situations
* Strong interpersonal skills and a positive, professional image
* Quick thinker with the ability to learn and apply new processes rapidly
* Can-do attitude with the ability to apply interim solutions where necessary
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Other
Industries
* Appliances, Electrical, and Electronics Manufacturing
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