We are looking for a highly organised and proactive Service Co-Ordinator to join our dynamic Aftersales team. This is a fast-paced and pivotal role where you will lead and empower a team of site and field-based engineers. You'll be instrumental in coordinating equipment repairs, fostering strong relationships with customers and site managers, and meticulously managing engineer workloads to ensure all maintenance is completed on time and to the highest standards.
The ideal candidate will thrive in a busy service office environment, ideally bringing experience from the Material Handling Equipment (MHE) industry. Your exceptional attention to detail, passion for delivering outstanding customer service, and ability to navigate daily challenges with a solution-oriented approach will be crucial for success in this role.
Key Responsibilities
As our Service Co-Ordinator, you will be responsible for:
Team Leadership & Coordination:
Leading and mentoring a team of Field Based Engineers and Site Engineering Team Leaders.
Collaborating with other members of the Aftersales Team to efficiently coordinate engineer deployments.
Customer & Stakeholder Liaison:
Serving as a primary contact for customer site managers, arranging engineer attendance for breakdowns, maintenance, and servicing.
Working collaboratively with all other departments within the business to ensure seamless operations.
Operational Management & Administration:
Arranging and overseeing the repair of material handling equipment.
Managing engineer workloads effectively to maximise efficiency and service quality.
Placing and processing orders with suppliers and other dealers within our network.
Processing engineers' job sheets in preparation for invoicing.
Producing accurate quotations for repairs and additional required work.
Processing warranty claims efficiently.
Compiling various operational and performance reports.
Assisting with answering out-of-hours customer calls on a rota basis.
Undertaking any additional tasks as required to meet the evolving needs of the business or our customers.
Ensuring all engineer works are completed and processed in line with month-end procedures.
What You'll Bring
To excel in this role, you will possess a blend of essential skills, experience, and personal attributes:
Essential Skills & Experience
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Proven experience working in a fast-paced, reactive, customer service environment.
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Prior experience in a leadership or coordination role, preferably managing a team of technical staff or engineers.
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Ideally, experience within the Material Handling Equipment (MHE) industry or a similar field that involves service coordination and engineering support.
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Communication:
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Excellent communication skills, both written and verbal, including a confident, friendly, and professional telephone manner.
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Organisation & Problem-Solving:
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Exceptional organisational and prioritisation skills with a strong ability to multi-task effectively.
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High level of attention to detail in all tasks.
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Ability to work well under pressure and consistently meet deadlines.
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A proactive approach with the ability to work off your own initiative and overcome day-to-day challenges.
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Technical Proficiency:
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Well-developed IT skills, including strong proficiency in Microsoft Office Suite (Word, Excel, Outlook).
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Teamwork:
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Ability to work well within a team, with a flexible approach to workload and a collaborative spirit.
What We Offer
We value our employees and offer a comprehensive benefits package designed to support your well-being and career growth:
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Generous Holiday: Up to 27 days holiday (plus bank holidays), depending on length of service.
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Life Assurance: 2 x basic salary death in service payment, payable to your nominated recipient.
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Healthcare: Health care cash plan covering costs towards dental treatment, NHS prescriptions, annual health checks, and more.
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Benefits Platform: Access to discounts on major supermarket shops, high street vendors, holidays, and gym memberships.
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Employee Assistance Programme (EAP): Confidential support for personal and work-related issues.
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Learning & Development: Ongoing training and exciting career opportunities.
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Cycle to Work Scheme: Promote a healthier commute.
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Long Service Awards: Recognising commitment at 10, 20, and 30 years.
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Life Event Day: A special day off for significant life events like getting married, moving home, or graduating.
How to Apply
If you're a motivated and experienced Service Co-Ordinator looking for a challenging yet rewarding role within a leading UK company, we encourage you to apply! Please submit your CV and a cover letter outlining your relevant experience and why you are the ideal candidate for this position