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Job Description:
The Service Coordinator/Help desk plays a critical role in ensuring the efficient operation of our service department by managing communication between clients and engineers, monitoring service requests, and maintaining accurate records. This position demands strong organizational and communication skills and the ability to work in a fast-paced environment.
Hours: 0800-1700
Location: Rochester
Responsibilities:
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Call Management:
- Answer all incoming calls promptly and respond to messages from Message Direct.
- Log service callouts and dispatch them to the appropriate engineer.
- Keep clients updated with estimated time of arrival (ETA) for service visits.
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Call Completion and Reporting:
- Update clients on the completion of service callouts.
- Log night call reports.
- Aim to update clients by 9:00 am the next working day.
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Service Desk Email Monitoring:
- Monitor the 'Service Desk' email for engineer check-ins and check-outs.
- Inform the Operations Manager if engineers fail to do so.
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Service Repairs:
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- Coordinate with the Operations Manager for dispatch to engineers.
- Purchase Orders:
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- Raise purchase orders for suppliers and subcontractors on Liftdata when necessary.
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Client Service Visits:
- Schedule and book service visits with clients as required.
- Engineer Calendar Management:
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- Keep the shared calendar updated with engineer whereabouts, including servicing, holidays, etc.
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Reporting:
- Timely generation of reports, including key client meetings and a repeat call list for the Operations Manager on a weekly basis
Qualifications:
- High school diploma or equivalent; additional education or certification in a related field is a plus.
- Proven experience in a similar service coordination or administrative role.
- Strong communication and customer service skills.
- Proficiency in using software applications and tools for scheduling, record-keeping, and email management.
- Excellent organizational and time-management abilities.
- Attention to detail and accuracy in data entry and record maintenance.
