Regional Service Co-ordinator

5 months ago

Elland, United Kingdom Terberg DTS Full time

**About Terberg DTS**

Will you become part of our global family?

Originally founded as Distribution Tractor Services in 1998, Terberg DTS (UK) Ltd is a UK subsidiary of the Royal Terberg Group. We are the market leading supplier of specialist vehicles, equipment and support to the UK logistics, distribution, port, industrial, aviation and fire and rescue.

Terberg DTS provides a comprehensive offering of new and used Terberg tractors, Aviation GSE and Fire and Rescue vehicle and equipment for both sale and hire. Operating from premises at Halifax, Nottingham and Gloucester, with a network of highly skilled field and workshop based engineers and a substantial parts holding, allows Terberg DTS to support customers with nationwide breakdown cover 24 hours a day / 365 days a year. This ensures maximum uptime and an outstanding first time fix rate.

**Job title**: Regional Service Co-ordinator

**Department**:Service - Control

**Reports to**: Regional Service Controller

**Location**: Elland, UK

**Purpose of the role**

The purpose of the role is to support the Regional Service Controllers in ensuring all maintenance and repair activities are managed proactively. This includes supporting with the inbound calls from our customers within the service team, so this could be a customer reporting a vehicle fault to a vehicle being off the road, or that they are seeking an update on an engineer visit etc. Supporting with outbound calls to customers, to mobile service engineers, ensuring systems are up accurately and up to date, supporting with parts ordering and distribution of parts, and general administration support.

**Responsibilities**
- To provide effective customer service and build relationships with both internal and external customers.
- To action customer repair, maintenance and breakdown requests in a timely and cost effective manner.
- To monitor and organise all service inspection contracts.
- To work within a service team and to liaise effectively with all other departments.
- To prioritise work effectively ensuring all documentation is accurate.
- To ensure all information is correctly entered into in-house software systems accurately with sufficient and suitable information.
- To take customer calls and log repair notifications.
- To allocate appropriate Field Service Engineer response to meet customer requirements.
- Maintaining established and new contract plans. Ensuring that all scheduled maintenance contracts are managed in a timely and cost efficient manner.
- Liaise with Regional Controller regarding any issues that may arise.
- Keep customers updated on the reported job progress.
- Deal with day to day queries from both internal and external customers.
- Ensure all jobs are entered onto the appropriate in-house computer system.
- Work with the Regional Controller in order to ensure maximum utilisation of Field Service Engineering resource according to capacity and geographical location.
- To reschedule jobs and resources according to emerging customer needs and resource availability.
- Ensure all service records are received from the appropriate Field Service Engineer and are accurate.
- To ensure that all field service vehicle parts sales are recorded accurately and promptly.
- Provide data and supporting evidence to internal and external customers regarding service work that has been completed and or is outstanding.
- To effectively liaise with customers regarding enquiries.
- To provide further assistance to other team members when requested.
- Provide data and supporting evidence to internal and external customers regarding service work that has been completed and or is outstanding.
- To effectively liaise with customers regarding enquiries.
- To provide further assistance to other team members when requested.

**Key Result Areas**
- Call handling efficiencies.
- Up to date and clear administration.
- To assist with and keep WIP at a manageable level.
- To assist with administration of aged jobs and invoice queries.
- Effective time management and allocation of resources.
- Support the Regional Controller with the effective and efficient planning of Field Service Engineers (including 3rd party Engineers) working hours.
- Effectively manage customer enquiries.
- Monitoring engineers documentation.
- Ensure best practices are used when distributing field service engineer’s jobs.

**Standards of Performance**
- To maintain and develop current processes and procedures in the upkeep of the internal documentation.
- To maintain a high standard of customer service at all times.
- To actively support the Regional Controller and play a part in the planning and coordinating of all service work that is due to be carried out.
- Develop own competence to meet requirements of job.
- Undertake any other duties consistent with the purpose of this job.

**Person Specification**
- Excellent communication skills.
- Ability to demonstrate positive customer service skills.
- Ability to develop interperso

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