Service Co-Ordinator

Service Co-Ordinator

Location: Redhill Salary: £23k-£28k

Job Summary: As a service co-ordinator, you will be responsible for providing service coordination and technical support for a range of products and services to service customers. You will work with the Service Co-Ordination Manager, Sales department, Support Desk and field engineers to provide customer support and product support in a 24/7/365 environment. You will also implement service actions in response to customer support requirements involving the range of equipment and systems supported by the company.

Responsibilities:

• Provide customers with technical advice and administrative support for installation, commissioning, maintenance and repair of products and systems supported by the company.
• Work as part of the Technical Services team, ensuring that all communications with customers, suppliers, agents, remote offices and engineers are handled quickly and correctly. Use your skills and engineering experience to remotely solve as many issues as possible and to ensure the attending engineer and or service company has the needed level of technical input.
• Provide support to the Sales Managers and Project Managers for key customer accounts. Take suitable action in noticing upselling opportunities or areas where a technical improvement would help the client
• Be in charge of raising Field Service Calls for all customers and coordinating service arising, including raising Purchase Orders; Making sure all elements are in place for smooth service delivery, assigning engineers accurately, making sure service takes place as planned; Reading and understanding service reports from field engineers and making sure that any follow up actions are found and done; Making sure that invoicing is done quickly and correctly, and dealing with any questions that might come up.
• Make sure spares for Field Service Calls are correctly found, issued and available and that all elements are in place to ensure “right first time” service attendance.
• Get/maintain deep technical and commercial knowledge of products, services and processes and to have a wide understanding of other company products and systems.
• Make sure handover between follow the sun co-ordination team is done properly
• Understand Technical bulletins and other technical information, noticing the impact on existing and future service commitments and making suggestions for actions if needed. Where needed checking the impact on the serviceability or compliance of the equipment with regards to sw update or mandatory product update. Understand the company’s warranty and product maintenance commitments and to be commercially aware of service invoicing requirements
• Work with other departments to provide telephone support on technical and operational issues in respect of equipment and systems supported and/or supplied by the company,

If you are interested in this role, please apply now!