Job Description

Position : AV Service Coordinator

Reporting to : AV Service Administration

Supervisor

Based : Didcot, Oxfordshire

Primary Scope and Purpose of Role

Design Integration is a cutting-edge technology company working in audio-visual communication and collaboration. We are looking for an enthusiastic and motivated coordinator for our AV service team, based at our Didcot headquarters.

Our service team 'save the day' for our clients time and time again, strengthening healthy on-going relationships. Effective administration and client relationship building are vital to ensure that support issues are handled and resolved in a timely and professional manner, and clients are well-informed throughout the process. Working closely with our remote and onsite teams the AV Service Coordinator ensures the cogs of the service department move smoothly and we continue to provide good customer outcomes.

Key Areas of Responsibility

Typical duties of the AV Service Coordinator include:

Responsibility for running and updating "Freshdesk" our service ticketing system. Making sure live tickets are kept up to date and closed upon completion. Answering phone calls and emails from customers with service issues and technical questions. Determining initial steps and assigning these issues and questions to service engineers (remote / field) as appropriate. Liaising with the remote support team to have incoming service calls triaged and, where possible, resolved without a site attendance. Utilising field engineer resources in an efficient manner (accounting for site locations, engineer diaries etc) to co-ordinate site attendances, and providing key information to the field engineers, such as site address / contact details and details of the AV problem (in liaison with the remote team). Ensuring that the service team always fulfil our stated response times for remote and on-site support, and health checks. Scheduling periodic health checks with our clients. Responsibility for quotations for call outs to "non contracted clients" and for spares/chargeable repairs that may be required including warranty claims where appropriate. Responsibility for the logistics of getting the right parts to the right place on time and liaison with the Design Integration warehouse for stock dispatch/receive. Responsibility to arrange and administer Return Merchandise Authorization (RMA's). Liaising with third parties (e.g. suppliers and specialist contractors) and arranging Purchase Orders where necessary. Assisting with reports for client review meetings, attending and minuting these meetings. Hosting regular internal ticket review meetings. Attending team meetings once a month (these are typically in our central London office).

Working with the wider team

Collaborating with colleagues across the business, providing advice, information, and assistance on a range of AV service matters, and following best practices as advised. Diligent use of business systems such as Microsoft Dynamics and Teams. To develop a good understanding of all Service Admin related processes so that cover can be provided to the wider team.

Attributes

In addition to the practical responsibilities above the AV Service Coordinator, as an important member of our service team, will commit to the following:

To be an enthusiastic team player capable of meeting deadlines and going the extra mile to ensure timely task completions. To ensure that health and safety policies are always complied with. To act in a professional and courteous manner to customers, suppliers, and colleagues. To ensure that personal appearance and any allocated staff appearance is maintained to a professional level and that the company uniform and vehicles are respected and adhered to. To ensure that timekeeping in relation to site arrival and departure is maintained to an acceptable level.
The overall package includes the following:

Laptop, mobile phone, all IT equipment required and tools Pension scheme with company contribution after 3 months 5 weeks holiday + bank holidays, inc. Xmas allocation - subject to management decision Private healthcare and Death in Service Insurance after qualifying period Modern flexible working environment Free refreshments and snacks provided Employee support, training, and development Company leisurewear and accessories Competitive salary depending on experience
Job Types: Full-time, Permanent, Temporary, Temp to perm

Pay: 25,000.00-28,000.00 per year

Benefits:

On-site parking
Work Location: In person