Service Coordinator

Job Description

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, completing quotations, PPM documentation and arranging dispatch of spare parts to maximise service revenues, and continually improving customer satisfaction.

Adherence to required ISO standards, to support and assist Service Engineers/Helpdesk Team Leader and Contract Managers within the overall smooth operation of the department including site bookings and follow up works.

Key Responsibilities

• Ownership of work tasked to the individual.
• 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.
• Liaising with regional engineers.
• 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 HTL 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.
• 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 Subcontractors.
• Provide professional and effective fault resolution when dealing with any customer queries.
• Assist Helpdesk Team Leader by providing key performance reports. 
• Always provide excellent customer service with commercial awareness of cost.
• Carry out other general duties as deemed necessary by Helpdesk Team Leader.

Qualifications

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 – 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.
• Knowledge of Solarvista Business Manager advantageous.
• Experience within a Mechanical or Electrical engineering environment advantageous.

Eligibility for Employment in the UK

In accordance with current legislative requirements within the UK, any successful applicant must produce verification of their eligibility to live and work in the UK. Such verification should be taken in advance of the employment start date and the applicant will be unable to start in their role until this has been received by Ocular.

Our Commitment to Equality and Diversity

Synectics plc and its subsidiaries are committed to promoting equal opportunities in employment and in our employment policies for recruitment, selection, training, development, and promotion. Such policies are in place to ensure that both job applicants and employees of Synectics receive equal treatment regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.