Field Service Coordinator

_At SSG we believe that human interaction is an essential part of the care giving process, and that good technology should enable caregivers to be free from unnecessary distractions, so they can focus on giving their patients the care they need, when they need it._
- That’s why, for almost 60 years, we have been developing smart solutions and technologies that connect people and systems to provide safer, heathier environments for both staff and patients in the acute care setting._
- From our first electronic nurse ‘call bell’ system launched in 1964, that enabled patients in hospital to call for help, we have continued to explore ways that technology can work for our customers. Whether that is providing essential critical alarms, integrated communication systems or software solutions to enhance clinical workflow, our focus is on keeping patients safe, providing a calming environment, and giving our customers more time to care._
- We are proud to be a British manufacturer, with a strong heritage in product design, build and installation. As technology advances, our digital solutions can help customers evolve with the ever-changing demands of the healthcare environment, preserving resources, reducing costs, and improving patient care._
- Our people are inspired and empowered to develop best in class solutions that have a positive impact on the patient and carer experience. As part of the Halma family, we are passionate about creating a safer, cleaner, and healthier future for everyone, every day._

**OUR PURPOSE** - To create a world where every patient feels safe.

**OUR VISION** - A world where technology works for people, so that caregivers have more time to care for their patients.

**OUR MISSION** - We provide smart communication solutions, connecting caregivers, patients, and data, to improve workflow and decision making, so that patients get the care they need, when they need it.

**ROLE SUMMARY**

As part of the Customer Service Team, you will be at the frontline of the business. Ultimately, your success will rest upon the delivery of the highest standards of service and customer satisfaction for the whole SSG customer base.

Specifically, to provide exceptional customer support for the business, scheduling of pre-planned maintenance, breakdown, and remedial service visits. Provide support and feedback on technical field issues reported by engineers and the handling of customer complaints.

**BASIC FUNCTION**
- Provide market leading customer service and technical support to all SSG’s customers.
- Scheduling of pre-planned maintenance, reactive and remedial service visits for a team of multi skilled engineers.
- Processing of service invoices and purchase orders.
- Actively promote our additional services and products
- Seek the opportunity to reduce service costs, by ensuring that service visits are planned efficiently based on engineer location and skillset.
- Provide support for customer complaints and escalations.
- Work with the service team leaders to improve customer satisfaction, service efficiency and business profitability.

**RELATIONSHIPS AND CONTACTS**

**Supervisory**
- This position reports directly to the Field Service Operations Manager

**Organization**
- Frequent contact with all levels in departments throughout SSG including Customer Services, Technical Services, Sales, and Marketing.

**External Business**
- Contact with customers at all levels including consumers, installers, contractors, and NHS Trusts.

**REQUIRED SKILLS AND EXPERIENCE**
- Experience in scheduling a field service workforce.
- Able to work to demanding deadlines
- Proven customer service experience.
- Effective communication skills over all media
- Ability to use the Microsoft Office suite.
- The ability to work alone and unsupervised.
- Motivated to achieve business targets.
- Self-motivated decision maker.
- Must be solution oriented.

**DESIRABLE SKILLS AND EXPERIENCE**
- Strong analytical skills / excel skills.
- An understanding of Nurse Call / Fire Alarm systems would be beneficial but not essential.

**BENEFITS**:

- You will enjoy a competitive salary and benefits package.
- Bonus scheme
- You will have opportunities for career growth and development through personal achievement, mentoring and training.
- Company Pension Scheme
- 25 days holiday plus bank holidays

**Job Types**: Full-time, Permanent

**Benefits**:

- Company pension
- Free parking
- On-site parking

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Yearly bonus

Ability to commute/relocate:

- Wombourne, WV5 8AN: reliably commute or plan to relocate before starting work (required)

Work Location: In person

Reference ID: Field Service Co-ordinator