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About Us
AMS is the UK's leading independent supplier of postal mail preparation equipment, offering a wide range of solutions from top industry manufacturers at competitive prices. Products range from envelope and addressing printers, high volume data inkjet printers, inserting, tabbing and labelling machines, poly wrapping systems and direct mail software.
Formed over 31 years ago, AMS has recently relocated to larger premises in Harlow and has big plans for future expansion in 2025 and beyond.
The Role
By joining AMS, you get the chance to join and be part of something special as we increase our foothold in the mailing and packaging equipment market. We are seeking a highly motivated and customer-focused Service Co-ordinator. This is a highly varied role which requires good attention to detail, a flexible approach, and excellent customer service skills.
Function
The function of the Service Co-ordinator is to co-ordinate the work schedule for a skilled team of field and office based engineers. To allocate and arrange routine services, breakdowns and installation visits, ensure routine services and breakdown calls are carried out on-time and within agreed SLAs, spare parts distribution to engineers and customers, taking calls from engineers and customers to be dealt with appropriately and in a timely manner.
Other prerequisites include
Answer service calls from customer and engineers
Log Service call information accurately and promptly onto the companies systems
Arrange and allocate service visits for Field Service and Systems engineers in an organised and effective way
Arrange machine installations/site survey visits with customers
Create and send out Service report forms to all engineers
Input data from returned service report forms into company database
Compile data regarding engineers car stock replenishment accurately and issue in a timely manner
Review stock levels and order/re-order spare parts with suppliers
Check and amend parts cost and end user prices
Check and enter received parts on delivery and check/reference relevant stock levels
Monitor the service emails and action as required within agreed SLAs
Monitor warranty replacement items and action as required
Ensure warranty claim items are returned to the office for return to supplier
Create chargeable service invoices promptly
Review contract renewal losses/gains with Manager and MD
Arrange flights and accommodation for Engineers as required
Key Skills
Conscientious & accurate with strong customer service skills
Clear written and verbal communication skills
Good level of numerical skills and attention to detail
Ability to liaise with external and internal contacts at all levels
A good team player with a can do attitude
Able to work on own initiative
Qualifications
A good understanding of Microsoft Office particularly Word, Excel & Outlook.
IT Literacy skills
Aptitude to learn technical knowledge of products
Understanding of Sage Accountancy software an advantage
In return, we offer a very competitive salary, 20 days holiday (plus bank holidays) incremental yearly up to 25 days and pension scheme.
