Service Desk Co-ordinator

Position Overview

The Service Coordinator is responsible for providing exceptional customer service and support. This role plays a crucial role in scheduling service technicians' workload and support the coordination of customers' needs and expectations. The goal is to maximize service technician productivity and enhance the overall customer experience and improve operational processes.

Responsibilities

• Customer and Technician Support: A proactive approach on dealing with high volume incoming calls. Schedule technician work for Planned Preventative Maintenance (PPM), Customer Breakdowns, Warranty work, Hire and Commissioning workloads. Build and maintain strong relationships with customers, acting as a trusted point of contact.
• Collaboration with Service, Sales, and Operations Team: Establish strong communication channels to share key customer insights. Ensure invoices are processed timely, within approval and target limits that have been agreed across departments.
• Reporting and Analysis: Generate regular reports on completed invoiced work orders.
• Customer Relationship Management: Foster strong relationships with customers through exceptional customer service. Support service technicians and ensure appropriate team cover across regional service desk at peak times. Communications with supervisors, technicians, and customers on updates and to drive continuous improvement.
• Internal Controls and Administration: Proven experience in a customer care or service support role. Strong knowledge of customer service principles. Excellent interpersonal skills, with the ability to motivate technicians to deliver customer experiences. Effective communication skills. Knowledge of processing invoices and Purchase Orders within levels of authority limits. Analytical thinking and problem-solving abilities. Proficiency in using customer service software, and MS Office Suite.

Skills and Capabilities

• Knowledge of manufacturing industry an advantage
• People and communication skills with a positive mindset
• Able to work with minimal supervision
• Proficient in using Microsoft Office Suite
• Knowledge of Inspire systems, however, training can be given

Additional information

Right to Work status confirmed for Country of application.

Nabízíme konkurenceschopné finanční ohodnocení a komplexní benefity a programy. Jsme zaměstnavatel poskytující rovné příležitosti; všichni kvalifikovaní uchazeči budou posuzováni bez ohledu na rasu, barvu pleti, náboženství, pohlaví, sexuální orientaci, genderovou identitu, národnost, těhotenství, věk, rodinný stav, zdravotní postižení, status chráněného veterána nebo jakýkoli jiný právně chráněný status.