Service Coordinator - Key Accounts

VeloMini; Redhill; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated EMEA Field Service Coordinator to enhance their field service operations. In this pivotal role, you will manage the daily activities of the field service team, ensuring seamless communication and efficient handling of customer requests. Your expertise will drive timely job allocations, planned maintenance, and service-related activities, while also overseeing installations and liaising with key stakeholders. This is a fantastic opportunity to contribute to a mission-driven company focused on advanced security technologies, all while enjoying a range of generous benefits including holidays, life insurance, and a supportive work environment.

Benefits

25 days holidays plus bank holidays

Life insurance entitlement

2 days paid charity work

Birthday off

Pension

Cycle to work scheme

Enhanced Maternity and Paternity pay

Healthcare Cash plan

Eden Red discounts

Qualifications

• 3-5 years of experience in a similar role is essential.
• Proficiency in Microsoft Packages and CRM systems is required.

Responsibilities

• Coordinate engineer job allocation and manage field service activities.
• Oversee installations and ensure end-to-end support from sales to service delivery.

Skills

Organizational Skills

Communication Skills

Problem-Solving Skills

Customer Service

Education

Experience in a similar role

Tools

Navision

Microsoft Packages

Microsoft CRM

Job description

We are a leading provider of advanced X-ray technologies for ports, borders, military, high-threat facilities, and critical infrastructure worldwide. Join our mission to deliver top-tier cargo and vehicle screening systems and services, helping to combat terrorism, trade fraud, drug and weapon smuggling, and illegal immigration.

Role Overview

We are seeking a dedicated and organized EMEA Field Service Coordinator to manage the day-to-day activities of our field service team in support of our Key Accounts. This role involves ensuring timely action on daily tasks and consistent handling of customer requests. Key responsibilities include:

Responsibilities

1. Coordinating engineer job allocation, installations, planned maintenance, customer quotes, Call Centre Activity, and other service-related activities.
2. Managing field service allocation, booking planned maintenance, issuing service quotations, and raising new service orders within the ERP system.
3. Overseeing new installations in EMEA service, ensuring end-to-end support from sales booking to customer invoicing and service delivery.
4. Facilitating information flow from external out-of-hours call centres, including overnight shift handovers.
5. Creating contract quotations for renewals, issuing them to customers, and tracking renewals to close.
6. Communicating regularly with key service stakeholders to ensure a consistent approach across EMEA.
7. Liaising with overseas distributors on ad-hoc and planned works, creating purchase orders, and ensuring timely completion of paperwork.
8. Tracking Planned Preventative Maintenance throughout the year to meet target deliverables.
9. Following up on outstanding paperwork requests to maintain an audit trail.
10. Providing regular reports to Service Account Managers, including fleet performance data, planned maintenance deliverables, and open ticket status.
11. Chasing down open quote opportunities and entering bookings into the ERP system.
12. Posting service orders promptly to ensure costs and inventory are accurately recorded.
13. Ensuring all field service jobs are closed and paperwork is completed in the ERP system.
14. Maintaining service KPIs in line with targets set by service management.
15. Generating and providing reports to senior management as required.

Benefits

• Holidays: 25 days holidays plus bank holidays which increases up to 29 days after 10 years’ service.
• Life insurance entitlement from first working day which is four times your basic salary.
• Charity work: 2 days paid if you wish to volunteer and work for your nominated charity.
• Birthday off
• Pension
• Cycle to work scheme.
• Enhanced Maternity and Paternity pay.
• Healthcare Cash plan
• Eden Red discounts

Candidate Requirements:

1. At least 3-5 years of experience in a similar role.
2. Experience with Navision is desirable.
3. Proficiency in Microsoft Packages and Microsoft CRM.

Location:

This is an office-based role with planned UK and overseas travel as required.