Customer Service Resource Coordinator
4 weeks ago
As a Service Resource Coordinator at proAV Limited, you will be responsible for managing the Field Service Engineers' resource diary. This role requires excellent customer relations skills, commercial acumen, and the ability to work under pressure to meet Service Level Agreements (SLAs) and performance targets.
Key Responsibilities- Dispatch and control efficient schedules for all engineers in reference to PMVs, reactive and scheduled call outs, and quoted works.
- Ensure all engineers are logged in to resource management and on target.
- Liaise with engineers throughout the day regarding SLAs.
- Work with engineers to ensure all relevant RAMs, permits, and change requests are sent to customers/third parties.
- Update the CRM portal with ETAs where applicable.
- Provide first-point-of-contact for scheduling support.
- Act as a central point of contact between the Helpdesk and Service Engineers.
- Assist with retrieving engineer Service Reports.
- Ensure performance targets are achieved and SLAs are met, and the service team continues to improve and develop.
- Support and manage Engineer Holiday/Absence requests.
- Liaise between internal departments to resolve customer issues.
- Assist in identifying and resolving issues in normal operations and manage all communication for schedule disruptions.
- Ensure all procedures are followed, and monitor engineers' responses to service calls received during their duties.
- Deal with complaints in a professional manner and report actions taken to relevant Management.
- Carry out any other duties as requested by Management.
- Highlight any Training requirements for Engineers.
- Book engineering resource/logistics/travel.
- Raise accurate escalations in a timely manner.
- Manage relationships with FSEs.
- Chair weekly touch-point meetings, reports, and conference calls.
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Service Resource Coordinator
4 weeks ago
Egham, Surrey, United Kingdom proAV Limited Full timeAbout The RoleThe Service Resource Coordinator role is responsible for managing the Field Service Engineers' resource diary, ensuring efficient schedules for all engineers in reference to PMV's, reactive and scheduled call outs, and quoted works.Key ResponsibilitiesDispatch and control efficient schedules for all engineers.Check the system to ensure all...
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Customer Service Resource Coordinator
4 weeks ago
Egham, Surrey, United Kingdom proAV Limited Full timeAbout The Role As a key member of our team at proAV Limited, you will be responsible for managing the Field Service Engineers' resource diary. This role requires excellent customer relations skills, commercial acumen, and the ability to work under pressure to meet Service Level Agreements (SLAs) and key performance indicators. Key Responsibilities Dispatch...
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Customer Service and Accounts Coordinator
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Customer Service and Accounts Coordinator
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Customer Service Operations Coordinator
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Egham, Surrey, United Kingdom proAV Limited Full timeAbout The RoleAs a key member of our proAV Limited team, you will play a pivotal role in managing the Field Service Engineers' (FSEs) resource diary.This position requires strong organizational and communication skills, with a focus on ensuring the efficient scheduling of engineers for PMVs, reactive, and scheduled call-outs, as well as quoted works.
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Egham, Surrey, United Kingdom proAV Ltd Full timeJob OverviewproAV Ltd is a leading global audio visual integrator, providing AV and event services across multiple client partnerships worldwide.We are seeking an experienced Customer Service Agent to be a key part of our Egham team, responsible for delivering exceptional customer support and maintaining high levels of service for our dedicated key...
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