Job Description

About the Company

Heidelberg Engineering is a successful, medium-sized medical technology company in the field of ophthalmology and leads the global market with innovative diagnostic solutions by setting quality standards.

With over 450 employees at several locations and a broad network of international sales partners, we work together towards the goal of sustainably advancing diagnostics in ophthalmology. In this way, we contribute to better early detection and monitoring of eye diseases worldwide. The prerequisites for this are customer proximity and professionalism in all our activities, commitment to joint projects and enjoyment of new challenges.

We are looking for

The Helpdesk Coordinator role specialises in the enhancement of positive customer experiences by managing the Support Services, coordinating the service team, and ensuring efficient service delivery.

This is a permanent opportunity based from our UK HQ in Hemel Hempstead, Hertfordshire. You will work closely with the wider technical services team.

Your responsibilities

The Helpdesk Coordinator is responsible for the administration, coordination and implementation of The Help Desk Tickets. Controlling the whereabouts of the Companies loan systems, making sure all paperwork has been signed off by the recipient and the relevant engineer.

Tasks

Administer the helpdesk and expediate all helpdesk tickets by considering customer situations and working with the technical support team to make efficient and effective decisions on what is required Solve problems while exhibiting professional judgement and setting correct customer expectations, such as the coordination of loan systems. This includes checking the correct device(s) are available, and setting realistic timeframes on when it can be available Identification and resolution of customer issues, formulating cost effective service delivery plans and then following through to produce the requisite service activity documentation in a timely manner. This will be accomplished through appropriate communication with the customer and by involving UK and international support teams, applications support and sales management personnel as appropriate Manage and expediate all loan stock in order to provide the highest level of customer care and reduce downtime Accurately report on failure and repair ticket data through the company CRM system to the Head of Compliance (monthly quality assessments) and the Head of Technical Services as required Accurately and consistently perform administrative tasks including the resolution (and/or escalation of) helpdesk tickets, service contract reports, installations etc Ensure that all breakdowns, remote sessions, and repairs are scheduled and performed on time in cooperation with the field service engineers and Sales Managers Monitoring the resolution process on Help Desk to ensure deadlines are met Produce monthly reports/figures on tickets logged/completed Regular engagement with the logistics team based in Hemel Hempstead for ensuring parts are dispatched to the engineers and customers, where required Provide figures for monthly SLA/KPI Reporting Support Contracts and Customer Service advisor with raising maintenance contract quotes Support the Head of Technical Services with ad-hoc reporting as/when required Create or administer (as applicable) the monthly repair cost report on a spreadsheet for the Finance Department, this includes collating data and raising invoices as part of a ticket lifecycle Manage the relevant email inboxes for customer queries and relevant documentation, responding to an escalating where required Working with the wider team, be available to answer helpdesk calls as/when required Monitor any voicemail transcripts and associated voice notes received via email, responding to, and escalating where required Working closely with the Contracts & Customer Services advisor and deputising where required.

Your qualifications

A minimum of 2 years administration experience is desirable A minimum of 2 years customer service experience is desirable
Transferable skills will be considered for this role, with our focus being on finding the best person for the job in line with the full job description.

Your profile

General computer skills including strong knowledge of Microsoft Word, Excel and Outlook. Previous experience of working within a Helpdesk environment would be advantageous Ability to act with discretion and confidentiality. A reliable person who can use their organisational skills in this varied position Able to work productively and independently, but also as part of a team Able to showcase excellent customer service skills to our customer based, both written and orally. Highly professional and confident. Resourcefulness along with strong organisational and time-management skills. Strong communication skills with an excellent command of verbal and written English. Team player with active listening skills and calm demeanour. Capacity for building and maintaining harmonious relationships. Ability to manage frustrated customers while maintaining a high level of professionalism. Knowledge of the customers needs and empathy for the customer. Courtesy, respectfulness and honesty. Previous experience of working within a Helpdesk environment would be advantageous

Hours of Work

Monday - Friday 08:30 - 17:30 (1-hour lunch break)

Benefits

Competitive Salary. Annual Bonus. Private Healthcare. Excellent Pension Scheme. Life Assurance. 25 days Annual Leave + Bank Holidays.

The Application Process

The application process has been simplified to give every candidate the opportunity to excel. Therefore, if you believe the description above best describes you, please simply apply with your

Cover Letter and

CV via the link below:

Closing date

Application closes on 30 April 2025. We reserve the right to close the application at any time and at short notice depending on the volume of application received. Therefore, to give yourself an optimum chance of being considered for this role, please apply as soon as possible.

Equal Opportunities

Heidelberg Engineering Ltd is proud to be an equal opportunities employer, treating everyone fairly irrespective of any protected characteristic. We are dedicated to maintaining a workplace that supports diversity and equal opportunity, welcoming applications from all individuals who can contribute to our Company's success.

Job Types: Full-time, Permanent

Additional pay:

Bonus scheme
Benefits:

Company pension Financial planning services Life insurance On-site parking Private medical insurance Sick pay Work from home
Schedule:

Monday to Friday
Work Location: In person

Reference ID: HC - 0325
Expected start date: 30/05/2025