Job Description

The Company

This is an exciting opportunity to join an expanding, specialist technical service and support provider primarily focused in the medical diagnostic instrumentation sector. You will work closely with the management team and contribute to the growth of the business whilst maintaining customer support requirements to a high standard. You will be joining a professional and energetic team totally focused on delivering quality technical services on customer sites, mainly hospital laboratories, all over the UK and Republic of Ireland.

The Role

You will work within the Technical Service team and be responsible for providing high levels of customer support by allocating field-based engineers to calls, prioritising and coordinating field service workload, scheduling routine work such a service visits and organising engineer schedules for both reactive and planned work.
This will include liaising with our office based Technical Support Specialists who are handling technical troubleshooting with customers, when this troubleshooting or assessment has reached its limit and an on-site visit is required by an Engineer this would be organised / scheduled by you.
Around this, for engineers who have not already been allocated with a breakdown call for the next day,, you will monitor routine service workload and allocate Preventative Maintenance (PM) service visits to engineers and organise these visits with customers as required.
Continual management of Field Service Engineer schedules, monitoring of PM service workload and booking this work in with customers and Engineers, ensuring the servicing is completed on time, thereby meeting contracted customer service levels will be one of the focus areas of this role.
You will be using several different service management systems to schedule and allocate jobs to engineers and for monitoring the completion of these jobs.
Support would be provided by a Senior Service Coordinator and company directors where required. All service organisational, planning and scheduling responsibilities for our provision of nationwide on-site service and repair activity by Field Engineers is managed from our central office, ensuring effective time management, resource allocation, efficiency and customer service levels are consistently met.

This role will also involve being aware of the service level agreements we have in place with different customers to ensure that the appropriate response times are met and service schedules are maintained.

Coordination / allocation / scheduling / monitoring of all engineer jobs / visits Planning and organising engineer training, internal and manufacturer based Management of Preventive Maintenance Servicing schedules, across a wide range of equipment and service types. Support to the Engineering team in relation to technical issues they are facing by ensuring that any requests for assistance or additional parts / tools / equipment is handled Coordinating activities and next steps with ongoing technical issues, working with other Engineers / management to ensure the plans are in place and resources allocated Monitoring of parts used on Service Reports, making sure part usage mirrors the work carried out for PM's and/or conforms to set procedures - highlighting issues quickly Monitoring of Field Service Reports and PM Checklists to ensure the proper test results and information is attached / obtained and we have appropriate records - highlighting issues quickly. Liaising with service colleagues within the businesses we work closely with, such as equipment manufacturers and distributors, working within several key business to businesses relationships to coordinate provision of services.

Your Background

To succeed in this role, you must be able to demonstrate a competent background in a customer facing service / support team. Applications are encouraged from those who have worked in similar service coordinator / service despatch / service team administrator roles where you were expected to assign tasks / manage activities/ schedule large volumes of workload / delegate to field based staff, ideally engineers, from a central office.
Relevant experience within the medical diagnostics industry would be welcomed but is not essential.

Basic Requirements

The individual must be flexible and able to react quickly to changing business and customer needs, managing personal workload as per the current service delivery requirements. Have the ability to provide excellent customer service, with high standards of telephone and email communication, and internally delegate service work orders to other members of the team. Excellent understanding of UK & Ireland geography, travel, road networks, distances and route planning. Excellent computer software skills, with knowledge of using service management platforms and CRM systems, scheduling tools, workforce task management tools, Microsoft Excel and data analysis. Able to manage schedules, fast changing workloads and prioritise service activities across a team, with varying equipment, customer and site requirements. The individual should be self-directed and motivated with the ability to deliver appropriate results, with the enthusiasm to gain new knowledge and take on new challenges. Able to work in a team with other Service Coordinators, Technical Support, Field Service and Service Management colleagues, engaging at all levels across the company.
Job Types: Full-time, Permanent

Benefits:

Company pension Free parking Health & wellbeing programme On-site parking Private medical insurance Sick pay
Ability to commute/relocate:

Tarporley CW6 9BL: reliably commute or plan to relocate before starting work (required)
Education:

Certificate of Higher Education (required)
Experience:

Customer service: 5 years (required) Administrative: 5 years (required) Service Activity Management: 5 years (required) CRM software: 3 years (required)
Work authorisation:

United Kingdom (required)
Work Location: In person