Customer Service Resource Coordinator

4 weeks ago


Egham, Surrey, United Kingdom proAV Limited Full time
About 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 and control efficient schedules for all engineers in reference to Planned Maintenance Visits (PMVs), reactive and scheduled call outs, and quoted works.
  • Ensure all engineers are logged in to resource management and on target.
  • Liaise and chase engineers throughout the day regarding SLAs.
  • Work alongside engineers to ensure all relevant RAMs, permits, and change requests are sent to customers and third parties.
  • Update the CRM portal with estimated times of arrival (ETAs) where applicable.
  • Provide first-point-of-contact 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.
  • Dispatch and control efficient schedules for all engineers in reference to PMVs, reactive and scheduled call outs, and quoted works.
  • 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, and travel.
  • Raise accurate escalations in a timely manner.
  • Manage relationships with Field Service Engineers.
  • Chair weekly touch-point meetings, reports, and conference calls.


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