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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 excellent communication and organizational skills, with a focus on developing and sustaining excellent customer relations.

Key Responsibilities
  • Dispatch and control schedules for Field Service Engineers, ensuring timely completion of tasks and adherence to Service Level Agreements (SLAs).
  • Liaise with engineers to ensure all relevant documentation, such as RAMs and permits, is sent to customers and third parties.
  • Update the CRM portal with estimated times of arrival (ETAs) where applicable.
  • Provide first-point-of-contact support for scheduling queries.
  • Act as a central point of contact between the Helpdesk and Service Engineers.
  • Assist with retrieving Service Reports from engineers.
  • Ensure performance targets are achieved and SLAs are met, driving continuous improvement and development within the service team.
  • Support and manage Engineer Holiday/Absence requests.
  • Liaise with internal departments to resolve customer issues.
  • Identify and resolve issues in normal operations, managing all communication for schedule disruptions.
Desirable Skills
  • Experience with incident-based ticketing systems.
  • Working closely with the Customer Service Manager to develop processes and best practices.
  • Experience with CRM systems, preferably Microsoft Dynamics.
  • Experience with SAP.
  • Experience working in an AV/VC technology arena.
  • Previous Customer Service experience.