Install Solutions Co-ordinator - Cardiff, United Kingdom - Henry Schein

Henry Schein
Henry Schein
Verified Company
Cardiff, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description
Job Description

  • Overview:
  • Henry Schein UK Holdings Ltd is the largest distributor of healthcare products and services to officebased practitioners in the combined North American and European Markets.
  • Customers include dental practices and laboratories, physician practices, and animal health clinics, as well as government and other institutions.
  • Due to continued investment and growth, a fantastic opportunity has arisen for an Install Solutions Co-Ordinator to join the Henry Schein Team.
  • Communicate effectively with Engineers and Equipment Sales Specialists to ensure timely addressing of issues post install:
  • Job Responsibilities:
  • The role holder will be expected to be responsible for the following:
  • Communicate clearly and effectively through all mediums, ensuring the customer's issues post install are booked quickly and efficiently.
  • Understand the full requirements of the installation, to fully understand the root cause of the points of failure.
  • Scheduling internal and field resources on the Field service system to comply with customer service levels.
  • Responsible for all post installation follow up, ensuring all information provided is fully updated on the CRM system and appropriate actions are completed.
  • Ensuring all installation and post installation processes are understood and adhered too and ensuring customers are updated on progress of issues and reported faults.
  • Instruct external carriers to arrange transportation of goods, giving full, accurate details of the equipment to me transported, onboard lifting equipment required, demurrage, package disposal or storage and removal of waste or old equipment as required. Also to track deliveries, obtain proof of delivery, investigate missing or damaged parcels and arrange collection of items from Customers for return to Gillingham warehouse.
  • Responsibility for logging and resolving post install issues, liaising closely with the Sales Support Team. Communicate with the Customer and ESS to keep them informed of progress.
  • Responsible for providing trends and reporting on Post install issues and make recommendations on how the process can be improved and point of failure can be addressed.
  • Timely handling and administration of information or reports relating to installations and key performance indicators.
  • Record any post install issues that result in an official complaint are acknowledged and resolved as quickly as possible ensure appropriate logs are maintained and shared with Sales Support, Installations and Customer Services
  • Closing out engineer worksheets and creating Invoices in line with your customer bespoke process
  • Participate in special projects and perform other team or individual duties as required.
  • Job Skills & Experience Required:
  • To succeed in this role, you'll need the following:
  • Qualifications:
  • Good level of Maths & English
  • Customer service qualification would be preferred.
  • Skill & Experience:
  • Experienced in providing a good level of Customer Service
  • Experience of being the primary point of contact through the customer lifecycle
  • Experience of Complaint management
  • Experience with ERP and CRM systems desirable.
  • Person Specification:
  • We believe the type of person best suited to this role will be:
  • Technically minded, confident individual who has had experience within a customer service or problem solving.
  • Proactive to finds solutions to complex problems and situations.
  • Be the ambassador for your client to key internal stakeholders.
  • IT Literate e.g. Excel, Word and Outlook and ideally has had experience with ERP and CRM systems.
  • Ability to align the internal resources to meet and exceed the customer requirements and deadlines.
  • Must be able to multitask effectively and build strong relationships with demanding clients in order to investigate their issues and provide the client or field service engineers the maximum information to solve the issues quickly and effectively.
  • Used to working in a high paced environment.
  • Be robust, determined and challenging along with a "can do attitude".
  • Take ownership of concerns, problems and issues and provide the best possible service.
  • Our benefits include:
  • A competitive salary
  • 25 days holiday a year, with ability to buy up to 5 days holiday each year.
  • Life Insurance
  • Cycle to Work scheme.
  • Subsidised gym membership
  • Access to Health & Wellbeing Apps
  • Employee discounts
  • A hybrid, flexible working culture

About Henry Schein:

  • At Henry Schein, our mission is to provide innovative, integrated health care products and services; and to be trusted advisors and consultants to our customers enabling them to deliver the best quality patient care and enhance their practice management efficiency and profitability.
  • We know that our Team Schein Members (TSMs) are integral to bringing our mission to life and our success has been built on the commitment of Team Schein, a highly motivated and diverse group of professio
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