Service Co-ordinator
Job Summary
To arrange, plan, monitor and coordinate field engineer activities and maximise engineer utilisation and deliver against KPI based revenue and activity targets. First line contact for customers reactive call outs and preventative maintenance and remedial scheduling, to promote a high level of customer service and commercial awareness at all times.
Principal Responsibilities
* Scheduling Preventative Maintenance visits.
* Scheduling of Reactive Calls & Revisits (where required).
* Scheduling of Remedial Works (Post PPM & Reactive visits).
* Liaising with customers and engineers to maximize the productivity of the scheduling activities and deliver high quality customer service.
* Taking frontline calls from customers, being the initial point of contact and resolving the customers’ query.
* Ensuring all visits are booked efficiently in accordance with company procedures, maximizing engineer utilization and efficiencies.
* Ensuring customer KPI’s met whenever practicable and if not liaise with customers in a timely fashion accordingly.
* Work across the team and regions in managing national and key accounts as necessary to provide a seamless service.
* Ensuring that engineering data received from handheld devices is professional and compliant.
* Managing/scheduling sub-contractors to ensure they are aware of /comply to company standards delivering required services in a professional and timely manner
* Raising subcontract orders in line with company procedures.
* Assisting with maintaining the service management database.
* Tracking work completion and the return of worksheets/reports from Engineers, supplying full and accurate information to other departments as required eg accounts.
Job holders will be required to undertake additional training to improve their commercial and technical competencies over time as requested