Job Description
Job Title: Service Co-ordinator
Region: Fire/Security/Electrical
Reports to:

• Service Centre Manager
• Other Regular Relationships:
• Internal External
• Service Operations Director
• Customers
• Service Managers
• Subcontractors
• Field Engineers
• Suppliers
• Accounts Department

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.

The above is not intended to be an exhaustive list as the nature of this role requires the employee to be able to adapt to a reactive environment and be flexible as requirements change.

Accountable for:

• Maximising the use of engineering working hours
• Ensuring daily/weekly revenue targets are met
• Ensuring that all calls are processed with maximum level of detail, paying particular attention to comprehensive contracts and national accounts.
• Maintaining a commercial focus to continue to reduce non-productive time.
• Supporting circa 4-7 Engineers dependent upon the designated business area

Essential Skills:

• Ability to communicate fluently with customers, manufacturers & internal staff.
• Ability to resolve customer related issues.
• Ability to understand and act on KPI information – numeracy essential.
• Ability to work as a positive team member.
• Ability to prioritise workloads to meet agreed deadlines.
• Must excel in delivering quality customer service and exceeding the customers’ expectations every time.
• IT literate (word, excel and outlook).
• Calm, resilient and flexible with experience in a fast-paced service environment

Desirable Skills:

• Product and parts knowledge (On-going training will be provided)
• Confident with Word, Excel and competent on computers in general
• Quick thinker, work hard and capability to connect well
• Organised and capability to learn things fast
• Hardworking and can work under pressure
• Detail-oriented, timely and disciplined