Customer Support Agreement Coordinator

3 weeks ago


Duxford, United Kingdom SMT GB Full time

About The Position

As a Customer Support Agreement Coordinator at SMT GB, you will be integral in orchestrating, managing, and ensuring the timely fulfillment of our Customer Support Agreements (CSAs). Collaborating closely with our Service teams and clients, your responsibilities will include planning and executing service schedules, overseeing service due reports, and maintaining open lines of communication with all parties involved to deliver exceptional customer service and meet service level objectives.

This position is based at our Duxford office and presents an exciting opportunity to contribute to our commitment to service excellence.

Key Responsibilities:

  • Develop and uphold service schedules for CSA clients, ensuring effective execution based on urgency, geographical considerations, and required tasks.
  • Examine previous service documentation and outstanding tasks to follow up with clients as needed.
  • Plan and arrange additional requirements beyond standard maintenance schedules tailored to customer-specific needs.
  • Coordinate with engineers and end clients to confirm and organize service requirements.
  • Delegate and schedule tasks to regional engineers utilizing our mobile service mechanic tool.
  • Oversee Customer Satisfaction guarantee vouchers, ensuring prompt resolution.
  • Ensure machine connectivity through CareTrack or other telematics solutions.
  • Collaborate with the services team on campaigns and other service-related initiatives.

Qualifications:

Skills and Experience Required:

To excel in this role, we seek candidates with the following qualifications:

  • Previous experience in a planning or coordination capacity, ideally within a service or maintenance context.
  • A strong commitment to delivering outstanding customer service.
  • Exceptional organizational and time management abilities.
  • Strong verbal and written communication skills.
  • Capability to work independently and prioritize tasks effectively.
  • Analytical and problem-solving skills with a logical mindset.
  • Flexibility and adaptability to thrive in a dynamic environment.
  • Basic knowledge of mechanical terminology and related tasks.
  • A high level of professionalism and a customer-centric approach.

Preferred Qualifications:

  • Experience in a related industry, such as construction equipment or heavy machinery.
  • Proficiency in scheduling or project management software.

What We Offer:

In addition to a competitive salary, you will enjoy the following benefits:

  • 5% Employer Pension contribution
  • 25 days annual leave plus Bank Holidays
  • Cycle to Work Scheme
  • Life Assurance at 4 times annual salary
  • Yulife – Wellbeing App providing discounts and vouchers
  • Access to Financial, Physical, and Mental Health Counseling and Coaching sessions
  • Complimentary Will writing service
  • EAP, including 24/7 Doctor access
  • Healthshield – Cashplan for all employees
  • Family-Friendly policies
  • Company events


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