Job Description

ENVEA is one of the world's leading companies in the field of environmental and industrial instrumentation, analysis and measurement. Since it was founded in 1978, ENVEA has designed, manufactured and marketed equipment for the continuous measurement of ambient air, emissions and industrial processes, as well as data processing software. A true flagship of French Industry and a pioneer in technology, throughout it history ENVEA has placed environmental protection and sustainable innovation at the heart of the development of its measuring instruments, its startegy and its founding values

Service Coordinator

=======================================

Purpose

===========

The purpose of the role is to provide service contract co-ordination for a designated region and support for other regions as and when required. You will also provide customer service, account management and assist with technical support for our product range to any new and existing customers. You will work closely with the field service engineers and other departments within the business.

Reporting Structure

=======================

Reports to: Internal Service Supervisor or Service Manager

Duties

==========

Working closely with other departments within the company and our external customer base, the Service Coordinator will pro-actively serve as a single point of contact for all service works and / or service enquiries (service contracts, service repairs, service parts, ad hoc visits inter-departmental communications etc.) Daily, co-ordinate service enquiries/breakdowns, callouts, and in-house repairs from initial customer/engineer contact to quotation stage, project, order placement and ensure all required documentation is processed and arrange scheduling through our service dedicated software/Sage/Sales Force. Manage all related customer service issues and ensure all customer communications, risk assessments and method statements, engineer job sheets and service-related documentation is provided, recorded and traceable on the service software and CRM system. Ensure all service contract customers receive a service master pack containing SLA, escalation information and any other important documentation at service contract renewal stage. Co-ordinate the movement and scheduling of test equipment for on-site legislative driven works and maintain up to date service and calibration of said equipment. Maintain existing business by continually developing the relationship with our customer base and by resolving any matters raised in a timely and professional manner. Working with the field service team, ensure that the scheduling, parts requirements, and communications meet customer and company expectations by managing overdue work escalations, last minute part requests for scheduled services and highlighting potential site issues. Co-ordinate external subcontractor scheduling (upon request) as and when required. Manage interactions with suppliers in relation to warranty replacements / service repair of customer equipment. Achieve yearly service revenue targets (bonus linked to individual KPI's and company profitability.) Provide cover within the Internal Service department generally as and when required. Attend training as required. Ensure Service Procedures are followed. Ensure activities meet the Companies requirements in relation to quality, health & safety, legal and general duty of care.

Key Contacts

================

Stores Team Engineering Team Accounts Team Stock Replenishment Field Sales Team City Helpdesk (Mercury Portal)

Qualifications and Experience

=================================

Experience required within the Internal Service environment and ideally within a technical service area Good Microsoft Office skills & IT literate Experience with Sage would be preferable

Skills/Abilities

====================

Must be self-motivated, pro-active, organised, with strong communication skills

Personal Qualities

======================

Empathy with the mission, vision, values and ethos of the company. Results oriented with a positive outlook. Flexible can-do attitude. Good time management and an ability to effectively prioritise tasks. Good self-discipline, demonstrating reliability, dependability and tenacity. Show commitment to problem resolutions using critical thinking. Attention to detail. Logical and creative thinker. Keen to learn. Passionate for high levels of customer service leading to customer respect and trust. Resilience; thrives in a high-pressure environment.

Travel

==========

The role is based at Tranmere, Birkenhead.


#LI-DNI