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Customer Service Resource Coordinator, Egham
Client: proAV Limited
Location: Egham
Job Category: Other
EU work permit required: Yes
Job Reference: 971260204439
Job Views: 3
Posted: 02.06.2025
Expiry Date: 17.07.2025
Job Description:
About The Role
Role Overview
The role is responsible for managing the Field Service Engineers (FSE’s) resource diary. Due to the nature of the Support Services business, many of these areas are subject to SLA’s, key performance indicators, and balanced scorecard assessments. Developing and sustaining excellent customer relations whilst ensuring the commercial impact of accounts are upheld are primary objectives of the role.
Key Responsibilities:
1. Dispatch and control efficient schedules for all engineers in reference to PMV’s, reactive and scheduled call outs, and quoted works.
2. Check the system as your first job to ensure all engineers are logged in to resource management and on target.
3. Liaise/chase engineers throughout the day regarding SLA’s.
4. Work alongside engineers to ensure all relevant RAM’s, permits, change requests are sent to customers/third parties.
5. Update CRM portal with ETA’s where applicable.
6. Provide first point of contact for scheduling support.
7. Act as a central point of contact between Helpdesk and Service Engineers.
8. Assist with retrieving engineer Service Reports.
9. Ensure performance targets are achieved and SLA’s are met, and the service team continues to improve and develop.
10. Help support and manage Engineer Holiday/absence requests.
11. Liaise between internal departments to resolve customer issues.
12. Identify and resolve issues in normal operations and manage communication for schedule disruptions.
13. Follow procedures and monitor engineers’ response to service calls.
14. Handle customer complaints professionally and report actions taken to management.
15. Perform additional duties as requested by management.
16. Highlight training requirements for engineers.
17. Book engineering resources, logistics, and travel.
18. Raise accurate escalations promptly.
19. Manage relationships with FSE’s.
20. Conduct weekly touch-point meetings, prepare reports, and chair conference calls.
Desirable Skills:
* Experience with incident-based ticketing systems.
* Experience working with the Customer Service Manager to develop processes and best practices.
* Experience with CRM systems, preferably Microsoft Dynamics.
* Experience with SAP (desirable).
* Experience in AV / VC technology sector.
* Previous customer service experience.
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