Service Support Administrator

**Role: Service Support Administrator**

**Based: Reading (Hybrid working)**

**Reporting to: Service Desk Team Leader**

**Contract: Perm, full time**

**Must be able to provide their Right to work document for checks at interview stage**

We would like to share an exciting opportunity based out of our Reading service division.

We are looking for a Service Support Administrator to provide a central point of contact for KDUK’s channel partners and customers for all service-related activities.

**Responsibilities/Tasks**
- Provide non-Incident Desk telephone support.
- Liaise with suppliers to ensure efficient provision of service.
- Maintain service records to enable reporting and KPI measurement as directed by management.
- Liaising with logístical support partners on delivery issues.
- Processing RMA’s
- Act as central point to manage and maintain escalation and complaint process.
- Create and maintain machine file records into the service management system with regards to service calls and allocate to the appropriate service resource, area or team.
- Create Installation calls on the service management system and allocate to the appropriate service resource, Area or Team
- Pricing and availability enquiries
- Preparing and communicating quotes for chargeable to customers or dealers and advising the relevant internal department or persons.
- Manage the end-to-end service swap process for all KDUK machines that are deemed beyond economical repair by the field service team.
- Management of the Service Administration mailbox across the full scope of requests from internal and external customers.
- Execute the full LLU Warranty process for Annodata and Kyocera plus any reporting that may be required.
- Liaise with other departments/divisions as appropriate to ensure optimal delivery of services.
- Raising LOH (Logistic Operation Helpdesk) and OOH (Order Operation Helpdesk) tickets on the Jira platform with when processing SAP orders.
- Invoicing dealers on a monthly basis using SAP.
- Provide cover, as directed by management, for team absences, maintaining a flexible approach to prioritisation of responsibilities.
- Other relevant and reasonable task requested by your line manager.

**Knowledge, Experience & Skills**
- Excellent Phone Manners
- Good Listening Skills
- Good Troubleshooting Skills
- Good Organisational Skills
- Admin background is beneficial.
- Good knowledge of Microsoft Office, with particular focus to Excel and Word

**Competencies & Key Success Factors**
- Work will within a small team
- Ability to multitask.
- Strong Customer Focus
- Great attention to details

**What we can offer you**
- Salary (Competitive)
- 25 days holiday (All statutory bank holidays relevant to regional country) - 1 extra day after 5 years. Part time employees is a pro rata equivalent.
- A chance to develop We are able to support your development with professional courses. You can enquire about this upon successfully passing your probationary period.
- A buying and selling holiday scheme
- Life Assurance (4 x base salary)
- Pension Scheme - A total contribution of 8% - 5% Employer and 3% Employee.
- Company sick pay (1 week after 6 month probationary period in first year, 4 weeks in years 2-3, 8 weeks in years 4-5 and 13 weeks from year 6 onwards)
- Enhanced Maternity and Paternity leave
- Employee Assistance Programme
- Bike2Work Scheme - salary sacrifice scheme to purchase bikes at a discount
- Lifeworks - Access to discounts / perks
- EyeCare - Access to money off for glasses and sight test

**Benefits**:

- Additional leave
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Health & wellbeing programme
- Life insurance
- On-site parking
- Sick pay

Schedule:

- Day shift
- Monday to Friday
- Overtime

Ability to commute/relocate:

- Reading: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Reading

Reference ID: 1st Line Operator