Customer Service Operations Coordinator

2 months ago

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

**Job Summary**

The Customer Service Resource Coordinator will be responsible for managing the Field Service Engineers' (FSEs) resource diary, ensuring efficient schedules are dispatched and controlled for all engineers in reference to PMVs, reactive and scheduled call outs, and quoted works.

**Key Responsibilities**

  • Dispatch and control efficient schedules for all engineers in reference to PMVs, reactive and scheduled call outs, and quoted works.
  • Checking system as your first job to ensure all engineers are logged in to resource management and on target.
  • Liaising/chasing engineers throughout the day regarding SLAs.
  • Working alongside the engineers to ensure all relevant RAMs, permits, change requests are sent to customers/third parties.
  • Updating CRM portal with ETAs where applicable.
  • Provide first point of contact for scheduling support.
  • Central point of contact between Helpdesk and Service Engineers.
  • Assist with retrieving engineer Service Reports.
  • Ensuring performance targets are achieved and SLAs are met, and the service team continues to improve and develop.
  • Help support and manage Engineer Holiday/absence requests.
  • Liaising between internal departments to resolve any customer issues.
  • Assist to identify and resolve all issues in normal operations and manage all communication for all schedule disruption.
  • Ensure all procedures are followed, along with monitoring the engineers' response to service calls received during the course of their duties.
  • Ensure that any complaints received are dealt with in a professional manner and all actions taken reported to relevant Management.
  • Carry out any other duties as requested by Management.
  • Highlight any Training requirements for Engineers.
  • Booking of engineering resource/logistics/travel.
  • Raising of accurate escalations in a timely manner.
  • Relationship management with the FSEs.
  • Weekly Touch-point meetings, reports, and chairing of conference calls.
Desirable Skills
  • Experience of incident-based ticketing systems.
  • Working closely with the Customer Service Manager to develop process and best practice.
  • Experience of CRM systems (desirable to be Microsoft Dynamics).
  • Experience of SAP (desirable).
  • Experience of working in an AV/VC technology arena.
  • Previous Customer Service experience.

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