Job Title VN267 – Service Coordinator
Job Type Full Time
Job Location Nottingham
Reporting To Helpdesk Team Leader

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The Role

To support the service team in delivering class-leading support to our customers, ensuring service delivery in-line with agreed customer SLA commitments, and agreed internal targets, logging customer faults and queries on the Solarvista system, processing all chargeable works and arranging dispatch of spare parts in order to maximise service revenues, and continually improving customer satisfaction.

Adherence to required ISO standards, to support and assist Service Engineers/Service Manager within the overall smooth operation of the department including labour allocation, site bookings and follow up works.

Principal Accountabilities

General

  • Ownership of work in the dedicated planning region/function
  • Consistently delivering on customer SLA’s and internal service delivery targets
  • Communication with customer to book in all work and provide updates, allocation of work to the engineer & follow-up to close the job/further action as required
  • Responsible to ensure team of engineers are working productively, efficiently, and well informed of all plans made by the Coordinator
  • Ensure correct H&S paperwork, RAMS, training certificates are sent to customers and approved prior to our attendance where appropriate
  • Build strong relationships with field service team and customers to promote organic growth
  • Ensure all Service/support calls (corrective and preventive) are logged and processed correctly on Solarvista and ensure their timely completion within prescribed timescales
  • Ensure all calls are cleared within their KPI’s and all records updated, notifying the Service Engineer Manager of any issues or difficulties
  • Arrangement and co-ordination/dispatch of all plant, spare/replacement parts
  • Monitor contracts and identify to SEM any issues, problems, or trends likely to affect performance or impact upon contract performance criteria, KPI’s and SLA, e.g. resources, delays to on time visit, etc.
  • Maintain and update PPM and contract check schedules as required and ensure work is programmed and completed within stipulated timeframe
  • Arrange technical support for Service Engineers and client operators alike in liaison with others, including suppliers and manufacturers as required
  • Request service stock/spare parts and ensure replacement items, returns and faulty goods for repair, etc. are available and processed correctly
  • Collate and assist in the control, issue, and return of all relevant paperwork necessary to comply with company and client financial procedures
  • Comply with commercial practices and processes, e.g. approval of supplier invoices, requests for invoicing, etc. as required in line with company and client financial procedures
  • Work to all company and client’s general codes of good working practice and procedures along with NSI directives, codes of practice and standards, and company Health and Safety policy
  • Maintain relationships with all suppliers and Sub Contractors
  • Perform administration tasks to ensure new vehicle data is correct and up to date
  • Always provide excellent customer service with commercial awareness of cost
  • Carry out other general duties as deemed necessary by SEM.

Key personal attributes

  • Service focus – dedicated to meeting the expectations of the customer and team
  • Commitment to excellence – perform duties at highest level on a consistent basis
  • Team player – enjoys working as a team, leading and supporting as necessary
  • Strong administration skills – computer literate with experience in Microsoft office
  • Strong organisation & planning skills – ability to work under pressure to meet deadlines
  • Commercial focus – balance customer service delivery with efficiency & cost control
  • Strong geographical knowledge of the UK to ensure correct planning and job allocation
  • Excellent written and communication skills

Qualifications and experience

  • Track record of delivering excellent customer service in a customer-facing role
  • Experience of working in, and helping create high-performing teams
  • Experience in work planning and allocation
  • Knowledge of SolarVista Business Manager advantageous
  • Experience within a Mechanical or Electrical engineering environment advantageous

APPLYING

To apply please email a covering letter with a full CV to our careers team.