Service and Support Co-ordinator

6 months ago

High Wycombe, United Kingdom Smartcomm Full time

***

**Service & Support Co-ordinator
**Job Title: Service and Support Coordinator**

**Salary: £market rate**

**Type: Full-Time, Permanent**

**Department: Service & Support Department**

**Location: High Wycombe, Buckinghamshire**

**Report to: Service Operations Manager**

**Benefits: Private Health Cover**

**Main Purpose of the Role**
The Service & Support Co-ordinator will support both residential high net-worth individuals and
high-end corporate companies who have Audio Visual systems including Video Conferencing, IT,
Control Systems, screens, cinemas and digital signage installed. These systems may have been
installed by Smartcomm or an alternative AV integrator. Customer service and continuous
communication with our clients is essential and key to this role, so a good telephone manner and

This person will be office based, Monday - Friday, 08.30am - 5.30pm and will receive calls from
Smartcomm’s clients. Attention to detail and information gathering is crucial. In turn, they will then
liaise internally with Smartcomm’s Technical Team who will diagnose the fault and advise next steps/
best course of action, whether this is for telephone support (provided by the Technical Team) or
whether an engineer’s visit is to be scheduled, in line with Service Level Agreement. Should the client
not have a service agreement in place, a quote will be raised for approval. Once approved, a job
number is issued, and Finance advised. Upon receipt of cleared funds (advised by Finance) an
engineer’s visit is arranged. This is the same process should parts be required.

Throughout this process, a ticket is to be raised via Axis (Smartcomm’s ticketing system) and updated
continually until resolution and completion.

client. Excellent organisation skills and being able to manage multiple tasks and enquiries is key as is
communication, i.e. ensuring any follow up needed is conveyed both externally, to the client, and
internally, with the Technical Team and or engineers.

A proactive approach and positive attitude are essential.

**Main Responsibilities**

1) Ensure high levels of pro-active customer service at all times.

2) Provide regular contact with all our customers, building relationships and showing empathy

whilst working towards finding solutions, in a timely manner.

3) Work with the Service & Support team providing support to the Service & Support Director and

Service Desk & Operations Manager.

4) Liaise with the Service & Support technical team to provide information and quotes to our

clients.

5) Schedule engineers in line with each client’s service level agreement.

6) Manage the engineer’s diary ensuring sufficient time to travel to/from each site as well as

coordinating their time on site.

7) Should costs be incurred to the client, relay these costs to the customer whilst documenting the

process.

8) Responsible for the resolution of all reported faults from first point of contact through to

completion.

9) Constant contact with procurement department, always reassuring orders are documented,

placed, received, and return engineer visits booked, as necessary.

10) Handle all client complaints, calmly, professionally, and comprehensively. Should escalation be

necessary, involve the Service & Support Manager as required.

11) Liaise with Property Management Companies/Main Contractors for defect liabilities.

12) Ensure record keeping is at its best and up to date to include spreadsheets, ticketing systems

and the Service & Support diary as well as sending tickets/reports to clients on completion of

works.

**Qualification and Experience**

learn and progress within the organisation. Good computer skills are essential, in particular

experience using Microsoft Outlook, Word and Excel, ideally up to intermediate level.

**Key Skills & Achievements
**Required Desired**

skills and experience: to be able to demonstrate the following:
Excellent interpersonal and communication skills Minimum 5 years office-based customer service

(high level) experience

Ability to coordinate multiple scheduling over varying Prior experience in a technology company

time periods

Meticulous and proven organisational skills Live within a 10-mile radius of High Wycombe

Flexible and able to multi-task under pressure

Ability to negotiate and persuade others to meet goals

Attention to detail and methodical in record keeping

Demonstrate a high level of empathy with customers,

very strong customer service ethos, good complaint

handler

To be considered for this position, please submit a copy of your current CV to

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