Service and Maintenance Advisor

The Pearson Whiffin Recruitment Group; City of Rochester (NY); On-site; USD 34,000 - 37,000; Full time

Benefits offered by this job

Competitive salary

Full-time, permanent position

Mon-Fri working hours

Job summary

Pearson Whiffin Recruitment are recruiting for a Service & Maintenance Advisor to join the busy team based in Kent. The role focuses on managing customer enquiries for servicing, maintenance, faults and remedial works, acting as the main liaison between customers, engineers and internal teams.

You will log enquiries, schedule visits, coordinate engineer attendance and provide clear updates throughout the service process.

Qualifications

• Experience in customer service, administration or service coordination.
• Excellent organisational and communication skills.
• Comfortable communicating by telephone and email with customers.
• Ability to manage multiple jobs, customers and priorities simultaneously.

Responsibilities

• Act as main point of contact for customers needing service or remedial works.
• Respond to enquiries by phone and email professionally and promptly.
• Log and manage service and maintenance jobs in internal systems.
• Coordinate engineer attendance and provide relevant information before site visits.
• Progress actions to completion and follow up on outstanding parts or quotes.
• Prepare and issue quotations for chargeable works and assist with invoicing.

Skills

Customer service

Service coordination

Administration

Scheduling

Organisational skills

Communication skills

Multi-tasking

Attention to detail

Tools

CRM systems

Job management systems

Engineer scheduling systems

Microsoft Office (Excel, Outlook)

Customer databases

Quotation and invoicing systems

Job description

Service & Maintenance Advisor - Kent

£26k- £28k

Full-Time | Permanent

Monday to Friday

Pearson Whiffin Recruitment are currently recruiting for a Service & Maintenance Advisor to join a busy and growing service and maintenance team based in Kent.

This is a great opportunity for someone with strong customer service, administration or service coordination experience who enjoys managing multiple jobs, liaising with customers and engineers, and seeing tasks through from initial enquiry to final resolution.

You’ll act as a key link between customers, engineers, manufacturers and internal teams, ensuring service and maintenance enquiries are logged accurately, scheduled efficiently and proactively progressed through to completion.

Experience within solar, renewable energy, electrical, construction or building services would be advantageous, although full technical knowledge is not essential.

The Role

Working as part of the Service & Maintenance team, you’ll be responsible for managing customer enquiries relating to servicing, maintenance, faults and remedial works.

Responsibilities will include:

• Acting as the main point of contact for customers requiring service, maintenance, fault-finding or remedial works
• Responding to customer enquiries by telephone and email in a professional and timely manner
• Establishing the nature of customer faults or requirements and determining the appropriate next steps
• Providing customers with clear updates throughout the service process
• Managing customer expectations regarding appointments, investigations, repairs and timescales
• Arranging customer appointments and coordinating site access requirements
• Logging and managing service and maintenance jobs accurately within internal systems
• Reviewing previous installation and service records to understand individual customer systems and history
• Coordinating engineer attendance and ensuring engineers have all relevant information before attending site
• Monitoring outstanding jobs and proactively progressing actions through to completion
• Following up outstanding parts, information, customer responses and engineer actions
• Arranging return visits and remedial works where required
• Reviewing engineer reports and ensuring all follow-up actions are completed
• Ensuring jobs are fully progressed and closed rather than simply arranging the initial engineer visit
• Liaising with manufacturers regarding technical support, warranties and replacement parts
• Maintaining accurate customer, job and service records
• Uploading and maintaining photographs, engineer reports and relevant job documentation
• Preparing and issuing quotations for chargeable service, maintenance and remedial works
• Following up outstanding quotations and customer approvals
• Supporting the invoicing process for completed works
• Ensuring completed jobs are correctly closed down on internal systems
• Maintaining accurate records relating to warranty claims and manufacturer correspondence

What We're Looking For

• Previous experience within customer service, service coordination, administration, scheduling or a similar role
• Excellent organisational and communication skills
• Confident communicating with customers by telephone and email
• Strong customer service skills with a professional and calm approach
• Ability to manage multiple jobs, customers and priorities simultaneously
• Strong attention to detail and accurate record keeping
• Proactive approach with the ability to take ownership of tasks
• Comfortable following jobs and actions through from initial enquiry to completion
• Ability to prioritise workload effectively within a busy environment
• Confident handling customer complaints or challenging conversations
• Good computer skills and confidence learning new systems
• Strong problem-solving skills and ability to use initiative
• Comfortable working closely with engineers, internal teams and external suppliers

Systems Experience

Experience using the following would be highly advantageous:

• CRM systems
• Job management or service management systems
• Engineer scheduling systems
• Microsoft Office, including Excel and Outlook
• Customer databases
• Quotation and invoicing systems

Desirable Experience

Previous experience within any of the following would be advantageous:

• Solar PV
• Battery storage systems
• Renewable energy
• Electrical services
• Construction
• Building services
• Engineering or technical service environments
• Coordinating engineers or field-based teams
• Manufacturer warranties and technical support
• Service, maintenance or aftersales departments

Technical knowledge of solar PV and battery storage systems would be beneficial, although this is predominantly a customer service and coordination position, with technical work completed by qualified engineers.

What's On Offer

• Competitive salary depending on experience
• Full-time, permanent position
• Monday to Friday working hours
• Varied role combining customer service, coordination and administration
• Opportunity to join a growing and developing industry
• Exposure to the renewable energy and technical services sector
• Opportunity to develop knowledge of solar PV and battery systems
• Supportive and collaborative working environment
• Long-term career development opportunities

Please note, due to the expected high volume of applicants, only suitable candidates will be contacted.