Resource Coordinator

About the Role

proAV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally.

Role Overview

Our immediate requirement is for an experienced Resource Coordinator to be a key part of our Egham team, representing proAV, taking full responsibility for coordinating the Field Service Engineers' schedules and acting as a central point of contact between engineers, the Helpdesk, and internal teams.

The role plays a key part in ensuring work is planned efficiently, service levels are met, and customers are kept informed throughout the service lifecycle. This position requires strong organisational skills, attention to detail, and a proactive approach to service delivery.

This is an exciting opportunity for an exceptional, experienced Resource Coordinator to join an established operation with scope to drive and enhance the service at every opportunity.

Experience and seniority of the position will be reflected by the remuneration and benefits package.

Key Responsibilities

• Dispatch and control efficient schedules for all engineers in reference to PMV's, reactive and scheduled call outs, and quoted works.
• Manage and coordinate Field Service Engineer schedules, including reactive, planned, and quoted works.
• Ensure engineers are correctly logged into systems and working to schedule.
• Monitor progress throughout the day to ensure SLAs and service targets are met.
• Act as the main point of contact between Helpdesk and engineers.
• Update Dynamics systems with accurate ETAs and service information.
• Support engineers with RAMs, permits, change requests, travel, and logistics.
• Manage engineer holiday and absence requests to ensure service coverage.
• Assist with service reporting, escalations, and regular service touchpoints.
• Liaise with internal teams to resolve customer issues efficiently.
• Handle customer complaints professionally and escalate where required.
• Identify training or development needs to support service improvement.

Personal Skills

• Experience of incident-based ticketing systems.
• Experience in a service coordination, scheduling, or resource management role.
• Strong organisational skills and attention to detail.
• Ability to manage multiple priorities and take ownership of outcomes.
• Excellent communication and customer service skills.
• Commercial awareness and a proactive approach to problem-solving.
• Confidence working with engineers and operational teams.

Desirable skills

• Incident-based ticketing systems.
• Microsoft systems, (desirable to be Microsoft Dynamics).
• SAP
• AV/VC technology or technical service environments.

Hours of work

40 hours per week, 9 hours a day on a rotational shift basis between 7am-7pm, including an hour unpaid break, Monday-Friday.

About Us

proAV designs, integrates and supports blended technology solutions with AV, UC and beyond including end-to-end services and 24/7/365 support to enhance global collaboration and empower your world of communication.

From reviewing technology to integration to post-deployment support, you're in safe hands when you trust your AV and UC to proAV.

We are recognised as one of the AV industry's most powerful international delivery and support operations trusted by a varied client base in more than 80 countries across 6 continents. To date, we have completed 700+ projects outside of the UK that meets the demands and challenges of a globalised marketplace, keeping the lines of communication and collaboration open.

From our state-of-the art Customer Services Centre and Video Network Operations Centre (VNOC) our dedicated teams manage, monitor and protect our global clients' business critical AV systems architecture, products and technologies 24/7/365.

Equality, Diversity & Inclusion

proAV is an equal opportunity employer that is committed to supporting and promoting an inclusive culture for all employees and job applicants. We want everyone to feel comfortable being themselves and create a culture where we understand and respect each other's differences. proAV does not tolerate discrimination based on age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We make employment decision based on the needs of our business and the qualifications and/or experience of the individual. proAV offers personal and professional developmentopportunities, not just through traditional qualifications, but also through Apprenticeship schemes, internal training and mentorship programmes. We support employees and job applicants with their work life balance through our family friendly policies and practices. We encourage all to apply.