Service Coordinator

SMT GB; Stirling; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Service Coordinator to oversee the management of servicing and repair activities. This role is pivotal in ensuring customer satisfaction by effectively coordinating resources and maintaining high standards of service delivery. The ideal candidate will possess excellent customer service skills, a strong understanding of mechanical terminology, and the ability to manage resources efficiently in a fast-paced environment. Join a dynamic team where your contributions will directly impact service excellence and customer relationships, all while enjoying a competitive salary and a range of attractive benefits.

Benefits

5% Employer Pension contribution

25 days annual leave + Bank Holidays

Cycle to Work Scheme

Life Assurance 4 x annual salary

Wellbeing App offering discounts and vouchers

Counselling and Coaching sessions

Free Will writing service

24/7 Doctor access

Cashplan for all employees

Family Friendly policies

Qualifications

• Excellent customer service skills are essential for this role.
• Strong IT skills with good knowledge of MS systems, especially Excel.

Responsibilities

• Coordinate engineers' schedules and resources for job completion.
• Ensure compliance with safety and quality standards.
• Support the Service Delivery Manager in training engineers.

Skills

Customer service skills

Understanding mechanical terminology

Strong IT skills

Ability to work on own initiative

Effective communication

Reliability and trustworthiness

Ability to read technical reports

Flexibility and cooperation

Resource management

Ability to work in fast-paced environment

Tools

MS Excel

Job description

About The Role

The main focus of this role will be to co-ordinate the end to end management of servicing and repair activities, while managing and prioritising resources to ensure customer issues are resolved in a timely manner. Ensuring a high level of cooperation and communication across the business to deliver an excellent and consistent level of service.

What you will be doing:

1. To be responsible for the co-ordination of allocated engineers diaries, materials, labour and other necessary resources required for the efficient completion of any job
2. To action and quote for any additional repairs highlighted from engineers via any site visit reports, Service inspection reports, machine workshop inspections or direct feedback
3. Ensure compliance with all processes and dealer operating standards in accordance with the SMT GB Integrated Management System (SHEQ) Safety, Health, Environmental care and Quality
4. Address any H&S and/or Environmental concerns relating to case management
5. To deputise at the request of the Service Delivery Manager, during periods of holiday or other absence when so authorised
6. To bring to the attention of the Service Delivery Manager any ongoing or serious anomalies regarding costs incurred in jobs
7. Ensure adherence to Time Guides and technical information, and to close all jobs particularly warranty jobs in accordance with them
8. Support the Service Delivery Manager with identification of training and development of Engineers
9. Strive to meet relevant KPI's prescribed from KPI dashboard

Requirements

Knowledge, Skills, And Experience

In order to set you up for success, we look for the following skills and experience:

1. Excellent Customer service skills both over the phone and email
2. Understanding mechanical terminology and associated work
3. Strong IT skills with good working knowledge of all MS systems including excel
4. Ability to work on own initiative
5. Ability to communicate effectively at all levels
6. Reliable, honest, trustworthy, good timekeeper
7. Able to read and understand technical reports
8. To be positive, co-operative and flexible at all times
9. Ability to work in a fast paced environment with conflicting priorities
10. Ability to manage resources through planning and co-ordinating

Desirable:

1. Previous knowledge of invoice management desirable
2. Ability to read and understand parts catalogues desirable

Benefits

What We Offer You

In addition to a competitive salary, you will have access to the following benefits:

1. 5% Employer Pension contribution
2. 25 days annual leave + Bank Holidays
3. Cycle to Work Scheme
4. Life Assurance 4 x annual salary
5. Yulife - Wellbeing App offering discounts and vouchers
6. Financial/Physical/Mental Health Counselling and Coaching sessions
7. Free Will writing service
8. EAP, which includes 24/7 Doctor access
9. Healthshield - Cashplan for all employees
10. Family Friendly policies
11. Company events