Service Coordinator - Abingdon, United Kingdom - Trinity Fire & Security Systems

Description

Job Description

To arrange, plan and coordinate field engineering activities (Preventative Maintenance and Remedial Works) in line with the business processes and customer Service Level Agreements.

The position of Service Coordinator is key to the business Service Operations for both customer excellence and business profitability.

You will be accountable for the planning and scheduling of works for a team of field engineers, undertaking all related activities required to ensure works are completed in line with business expectations.

This position holds financial accountability for the productivity and output of the engineering team allocated to the Service Coordinator and will be measured on an on-going basis by means of achieving daily booking targets and other set KPI's by the business.

The position requires the candidate to be able to operate in a fast-passed environment, who can work to strict timelines and can adapt to meet the needs of the customer, which often vary dependant on the contract.

Principal Responsibilities

Operational Duties

• To undertake the planning and scheduling of all Preventative Maintenance & Remedial Works associated to an allocated group of engineers. (Normally working to a minimum 2-week advance period).
• To administrate all resultant works following the initial Preventative Maintenance / Remedial visits undertaken.
• Managing a Team of field engineers to ensure their daily diary bookings are in line with the business targets set both in terms of monetary value and productive hours on site per engineer, per day.
• Delivery of exceptional customer service, in line with customer Service Level Agreements and expectations.
• Raise subcontract orders requests as necessary for the works being scheduled in line with company procedures.
• To work with the Reactive and Support Teams to ensure that scheduled works can proceed in line with contract specifications.

The above is not intended to be an exhaustive list as the nature of this role requires the employee to be able to adapt to a reactive environment and be flexible as requirements change.

Accountable for:

• Maximising the engineering hours available per day.
• Effective planning and scheduling of engineer's diaries and resulting daily revenue targets set by the business.
• Maintaining a commercial focus to maximise engineer productivity and minimise non chargeable downtime.

Key Competencies of jobholder

Skills:

• Ability to communicate fluently with customers, manufacturers & internal staff.
• Ability to resolve customer related issues.
• Ability to work as a positive team member.
• Ability to prioritise workloads to meet agreed deadlines.
• Product and parts knowledge (On going).
• Experienced with using Service Management systems / Service-related operating systems, Key Performance Indicators & Customer Portals.
• A strong experience with Microsoft Office, with a minimum level of beginner to intermediate for Microsoft Excel.

Health and Safety:

• Completion of any required company induction.
• Undertake online modular training (Oxford Applied Training).
• Work inline company H&S guidelines & processes at all times.

Equal Opportunities in Practice

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Security Vetting

It is an industry requirement that successful candidates / future employees undergo security vetting. Offers of employment are subject to satisfactory vetting and may be withdrawn if the required standards are not met.