Service Coordinator
Job Description
Service Coordinator
Key Responsibilities
Primary responsibilities (reporting to Senior Service Coordinator) :
- Receive and log all incoming service calls from customers
- Allocate Engineering resource to ensure successful and timely completion of service calls
- Ensure that all service calls are cleared and paperwork completed
- Organise Engineer diaries to ensure that time is allocated productively
- Maintain the out-of-hours call-out rota for Engineers and ensure that cover is provided at all times
- Maintain service contract files ensuring that all information is up to date and accurate
- Arrange routine maintenance visits for contract customers and ensure that these are completed on schedule
- Collate and file routine maintenance documentation
- Produce quotations for the supply and / or installation of common parts
- Order parts as and when requested
- Liaise with Subcontractors to arrange installation and service calls as and when required
Secondary responsibilities (reporting to Office Manager) :
- Answer overflow of telephone calls
- Assist in overflow of administration and office requirements which may include :
- Overtime or flexibility in hours
- Partaking in team building exercises
The company may, from time to time, require you, either orally or in writing, to perform other duties according to operational needs, providing that, in changing your duties at any time, the company does not act unreasonably, having regards to your qualifications, experience and potential.
Task Frequency
On Demand :
- Answer incoming telephone calls and create service work orders
- Monitor emails and create service work orders
- Book PPM calls
Every 30-60 minutes :
- Monitor progress of Engineer activity and allocate calls accordingly to ensure that contracted response times are met
- Update end user helpdesk systems
- Check any incomplete calls and arrange return visits
- Order equipment or request quotes as necessary
Daily :
- Enter new work orders from the previous night’s activity
- Contact LSPs for updates on the activity of their calls
- Provide feedback to end users of the day’s calls
- Produce invoices for the day’s calls
- Produce internal report for the day’s activity
- Produce check in’ report for the following day’s activity
- Ensure that out-of-hours cover is in place for the coming night / weekend
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