Service Co-ordinator - Irvine, United Kingdom - Spearhead

Description

Spearhead is a leading and long-established contractor based in Irvine and specialising in the servicing and maintenance of patient equipment in residential care establishments.

Our field engineer team undertake reactive and planned maintenance of patient lifting hoists, assisted bathing equipment, profiling beds, chair scales and wheel chairs; to complement this we have an in-house team of technicians experienced in the decontamination, repair and maintenance of all makes of air pressure mattress systems.

Established in 1991, we have substantial market share in the Scottish care market and are steadily increasing our presence in England.

We are recruiting a Service Co-ordinator to assist in engineer work planning and a range of associated duties.

A Job Description is as follows:

Job/position title Service Coordinator


Department name Service Department


Purpose of this document To outline the duties and responsibilities of this position, within the organisation


Date this document issued 14/02/2023


Deadline for completion

Purpose of this position To facilitate and promote customer service and satisfaction and meet the planning needs of the team. It is envisaged that the dual coordinator roles will cover a division of workload planning from planning through to quoting and invoicing. Working closely with engineers and customers to make the customer experience unrivalled.


Reporting to Service Manager


Responsible for Leading, planning and scheduling engineer workload, both field & workshop, to keep the team together and lead it forwards.


Skills/Attributes Required Administration, Coordination and Communication skills.

Clerical, Keyboarding, Geographical, Customer Service and Liasion, Numeracy and Literacy skills, telephone skill. Ability to think ahead, fluid thinking and adapt to changing needs.


Education/Experience Required General Office experience, or education / training in the above areas. To gain a comprehensive knowledge of CRM and Engineer aspects of Protean software.


Certifications/Licenses Required n/a


Primary Responsibilities Sharing and Covering the role of answering client calls

Covering primarily the engineers you are responsible for then supporting each other.

Objective to answer all calls inside 6 rings

Engineer Job Management, Creating service Jobs, Work Planning - both Scheduled Servicing and

Reactive Work for Field and Workshop Engineers (including Installations, field only), quoting, condemnation (including follow up of quote, cancellation and closing off), advisory and invoicing of jobs, including management of Hire / Loan Equipment.

Booking Hotels / accommodation for the engineers.

Liasing with clients and engineers to ensure work is done in the due month

Providing Strong Customer Support on follow up jobs, chasing and routing out old jobs.

General Office Admin, including central repairs inbox, filing and sending out Transport Packs, adding new sold equipment to Protean system.

Adhoc office tasks as required supporting other office roles


Performance Objectives Optimising team performance by astute planning and teamwork to schedule all works utilising available resources, maximising customer satisfaction by ensuring impeccable customer service and quality communications getting the work done on time, including scheduling of breakdowns and parts fitting as quickly as possible, thereby reducing equipment downtime for the client.


Responsibilities/Duties Frequency Comments

Client Calls, each day 15-20 calls Sharing and covering the answering of client calls with the objective of answering all calls inside 6 rings.

Engineer Hotline 5-15 times Answering all engineer calls but focusing on your own team first.

Aim to answer within 3 rings and deal with the enquiry or move the call on to an appropriate colleague.

Job Management Daily - 6 hours Creating Jobs, Planning Work (both the
Scheduled Services and Reactive Work
[including Installations, field only] for Field and
Workshop Engineers, quoting, condemnation, advisory, follow up and invoicing of jobs including management of Hire / Loan
Equipment. Booking Hotels / accommodation for the engineers

Client Liason Daily - 4 hours Liasing with clients to schedule works, agree and record conversations and ensure work is done in the due month or as agreed with clients.

Answering customer demands and questions following up internal procedures and completing work as quickly as possible.

General Office Admin Daily - 2 hours Central repairs inbox, filing and sending out
Transport Packs, Sales Orders, adding new sold equipment to Protean. Transport Notes.
Outstanding work reports, Timesheet Analysis,
Meeting Agendas and Minutes.

Balance of Workload TBC Working on telesales, following up cold leads and moving them onto to warm leads. This could also extend to planning appointments for contract supervisors.

Suppporting other office roles TBC As and when required.

**Job Typ