Tech Service Administrator

3 weeks ago

London, United Kingdom White Light Ltd Full time

**Job Title: Tech Service Administrator**
**Department: Tech Service**
**Responsible to: Technical Service Manager**

**Hours: 40 hours over a 5 day week Monday to Friday**
**Location Wimbledon SW19**

**The Role Summary**
This role requires an individual who is self-motivated and has a ‘can-do’ approach to their work with the ability to understand and self-prioritise their workload in accordance with the department and customer needs and requirements. Ideally you will have proven experience helping to coordinate a busy workshop environment and be used to dealing with a wide variety of internal and external customers. This is a varied role and will encompass several administrative and logístical functions.

The role requires a flexible and helpful approach to customer service, and will suit a person who is able to adapt to a changing and challenging environment. Excellent communication in verbal and written English as well as excellent listening and interpersonal skills are required. The ability to follow procedures and process consistently and effectively and the confidence to develop existing systems to help to ensure the efficient and smooth running of the Tech Service department are also key skills for this role.

Experience within the theatre or related industry environment, knowledge of entertainment technology and the broad types of equipment used within the Audio Visual and Lighting industry would be an advantage, as would previous experience managing a busy ticket support desk.

This position should not be seen as a route to becoming a Technician or Engineer; this is an administrative role.

**Key Duties and Responsibilities**:

- Answer the Tech Service phone line and deal with incoming calls or redirecting them as appropriate
- Monitor the TechnicalService inbox and ticketing system and deal, redirect or allocate tickets appropriately and on a timely basis
- Book in new repairs; taking accurate fault information from the client and creating jobs on our databases and issuing returns numbers
- Provide client quotes for bench repair service work
- Arrange transport and logistics collections and deliveries as required
- Liaise with Service Technicians regarding repairs and provide customers with timely ticket updates
- Take payments using the WorldPay online payment system
- Process orders for spare parts and other workshop purchases
- Support the Technical Service Manager, Technical Support Manager and SLA Account Manager with administrative and logístical tasks as required
- Create and manage internal hire requests
- Provide holiday cover and cover during other periods of absence for the Tech Service Administration Team

**Personal Competencies and Behaviours**
- A high standard of literacy and numeracy
- The ability to interact and communicate effectively at all levels, relating to others and working as a member of a team
- Organised and able to prioritise a busy and varied workload
- Proficiency to an intermediate level with Microsoft packages, Word, Excel and Outlook
- Ability to learn new procedures quickly
- Deadline conscious
- An excellent telephone manner and customer service skills with the ability to display confidence and a sense of humour
- Able to follow detailed instruction and carry out tasks accurately and unsupervised
- Excellent attention to detail
- Excellent written and verbal communication skills with a polite and friendly manner when dealing with internal and external customers and suppliers.
- Excellent time keeping and attendance record
- Physically fit - the role will involve some movement of boxes and flight cases over short distances

**White Light Key Policies and Core Values**;
- Maintain WL confidentiality at all times
- To represent the company in a courteous and appropriate manner in all circumstances
- To follow correct procedures at all times and to follow the policies laid out in the staff handbook
- Adhere to and demonstrate knowledge of health and safety matters in relation to work related tasks and ensure that relevant Health and Safety guidelines are adhered to at all times
- To carry out your duties and responsibilities in a manner that reflects the White Light Core Values of dependability, knowledgeability, friendliness, adaptability, customer focus and honourability at all times

d&b solutions was formed in 2021 following the acquisition of SFL Group and White Light Ltd and their respective subsidiaries. Our new organisation provides integrated audio, video, lighting and media services, delivering complete solutions for hire and sales of technical equipment, live events, and venue installations and support. Working alongside d&b audiotechnik we are on a mission together to transform life experiences.

Apart from the duties summarised in this job description, we retain the right in consultation with the post holder to include other reasonable duties, which are part of, and incidental to, this type of work.

**Salary**: £25,000.00-£28,000.00 per year

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