Senior Service Coordinator

5 months ago

Telford, United Kingdom Terex Corporation Full time

Job Description:
About the Position:
Working Hours: 40 hours Monday to Friday

Department: Customer and Product Support

Reports to: Service Manager

Location: Telford

**Benefits**:

- Excellent compensation package including competitive salary, healthcare, contributory pension scheme, life assurance cover and team member bonus
- Progression opportunities & Individual development plans
- Internal training programs
- Refer a friend scheme
- Discount and perks card - offering you a wide range of discounts at Restaurants, retailers, hotels, gyms and much more
- 33 days holiday inclusive of bank holidays
- Reward and Recognition schemes
- On site free parking

Job Purpose:

- The primary purpose of this role is to lead the Service Operations, Coordinators and Administrators. Promoting, developing and sustaining good customer relationships and ensure customer satisfaction delivery. Plan and schedule preventative maintenance, warranty work and reactive work within the Service Team ensuring Service Technicians are fully utilised whilst ensuring all administrative duties are carried out effectively and accurately. Drive continuous improvement using problem solving tools and techniques to enhance our customer experience. Develop internal and external processes & relationships with upstream and downstream functional teams to deliver a “total quality service” to the entire customer bases. This leadership role requires resilience and a willingness to challenge and drive change._

Main Tasks / Responsibilities:

- Encourage and drive a zero-harm culture and promote behaviours in line with our Terex Way Values
- Act as a key stakeholder in the Service Management team in identifying, assessing and implementing changes in order to meet our strategic goals and AOP
- Drive performance, team member engagement, development (as appropriate) and succession planning
- Supervision of all administration processes for the Service Operations function (job quoting, planning and preparation, technician and 3rd party scheduling, invoicing and query resolution)
- Supervision of Service Coordinators and Administrators - monitor and drive team performance, service excellence and ensure effective planning, scheduling & coordination of technicians
- Drive improvement and standardisation of administrative processes
- Ensure accounts receivable and payable queries are resolved correctly and timely
- Ensure customer queries and complaints are dealt with efficiently and professionally (liaising with Technical Service Manager / Senior Technician where these relate to service execution
- Work in partnership with Technical Service Manager / Senior Technicians to promote partnership and positive relationships between Technicians and Coordinators
- Administration of documentation process and its respective controls, i.e.: Generating repair estimates, invoices and follow up paperwork
- Responsible for ensuring all aspects of a service job are executed efficiently and accurately e.g.: locality of technician, type of job and ordering of parts and Monitoring and procurement of office supplies
- Manage Technician workload directly and indirectly with your team to utilise resource within UK regions to best serve the customer’s needs
- Ensure daily contact and communication between the Service Coordination team and Service Technicians. Assist the Senior Technician where require
- Ensure standards are maintained and adhered for customer specific requirements
- Liaise with team members where required to ensure premium service is given including other Coordinators, Technical Services, Finance, Sales and Parts Teams
- Deliver efficiencies in operation, ensure department KPI’s and deadlines are met, and quality work is produced
- Work flexibly to perform any other duties or become involved in projects that are determined by role, authority and skill level
- Be honest and ethical in representation of the company and company products
- Ensuring compliance to all Regional and Terex regulations
- Recording and reporting working hours, holiday/vacation consumption and absences
- Occasional travel required

Education / Qualifications:

- Secondary/High School Diploma or equivalent qualifications
- Tertiary Education level (HND or equivalent) with a solid Commercial competency and Technical understanding

**Skills**:

- English language skills are mandatory due to the international setup of the Terex Services team
- Demonstrate knowledge and awareness of people management skills including recruitment and selection, performance management, development, motivation and team building
- Ability to communicate effectively through all communication media with excellent verbal and written communication skills
- Ability to manage operational aspects and provide visible daily support to the team
- Proven ability to plan, organise and prioritise own workload as well as manage the workload of others to ensure deadlines are met
- A thorough and proactive approach to solvin

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