게시된 위치: 기타 속 블랙번 | Posted: |
Service Coordinator
* Management of repair and extra work calls received through to resolution including allocation to correct engineers, both in terms of skillset and geographical location.
* Strong geographical knowledge of UK with a good understanding of logistics, traffic management and route planning.
* Understanding of customer service level agreements and in particular response times.
* Advanced confirmation of all repair and extra work engineering appointments with customers.
* Strong organisational skills with ability to manage both new orders and work in progress through to resolution.
* Arranging repair and extra works via sub-contractors, agreeing costs and raising relevant purchase order and chasing report to close out call.
* Processing of repair and extra works completed jobs providing update and worksheet to customer with easy to understand summary.
* Invoicing of repair and extra works calls in line with customer schedule or rates for labour and materials.
* Handling of remedial follow ups which are ready for rebooking confirming mutually agreeable appointment with customer.
* 1st line handling of calls from engineering team and other internal staff members in regards to appointments and job updates.
* Ensuring engineers are on the road at the required time and running on time against work planned, phoning ahead and advising any customers whose appointment has been affected.
* Constant monitoring of engineers progress ensuring they are running at capacity and the required workload will be fulfilled. Action any issues as required.
* Excellent communication skills with the ability to form positive relationships with engineers and customers.
* Management and progression of any overdue / outstanding repair or extra works calls through to completion
* Dispatch of engineers calls to PDA following up day prior with a phone call to each to ensure they understand the requirements of workload and have the required resource to complete.
The role will require the employee to have both pride in their work and good problem solving ability. The post holder must have strong planning skills, geographical knowledge and a commitment to our customers through providing excellent service delivery and attention