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Customer Service Resource Coordinator

2 months ago

Egham, Surrey, United Kingdom proAV Limited Full time
About The Role

The Customer Service Resource Coordinator will play a crucial role in managing the Field Service Engineers' resource diary, ensuring efficient schedules and timely completion of tasks. This position requires strong communication and organizational skills to develop and sustain excellent customer relations while meeting commercial objectives.

Key Responsibilities
  • Dispatch and control schedules for engineers, prioritizing PMV's, reactive, and scheduled call outs.
  • Monitor system logs to ensure engineers are logged in and on target.
  • Liaise with engineers to meet SLA's and ensure all relevant documentation is sent to customers/third parties.
  • Update CRM portal with ETA's where applicable.
  • Provide first point of contact for scheduling support.
  • Coordinate between Helpdesk and Service Engineers.
  • Assist with retrieving engineer Service Reports.
  • Ensure performance targets are met and SLA's are achieved.
  • Support and manage Engineer Holiday/absence requests.
  • Liaise between internal departments to resolve customer issues.
  • Identify and resolve issues in normal operations and manage communication for schedule disruptions.
Desirable Skills
  • Experience with incident-based ticketing systems.
  • Working closely with the Customer Service Manager to develop process and best practice.
  • Experience with CRM systems (Microsoft Dynamics desirable).
  • Experience with SAP (desirable).
  • Experience in AV/VC technology arena.
  • Previous Customer Service experience.