Service & Warranty Co-ordinator

5 hours ago

Exeter, United Kingdom Stovax Group Full time

Reporting directly to the Team Leader and working with a team of four, this role will require efficient route planning of up to five company employed engineers for the timely and efficient completion of warranty and charge visits for the Stovax Group.

**JOB DESCRIPTION**
- Receive telephone calls from customers, dealers and engineers, ensuring all calls are dealt with promptly and in a friendly and professional manner.
- Log customer issues onto our _Customer Relationship Management (CRM)_ - _SalesLogix_ system, detailing all communication to the customers. Where required amend details to ensure our records are kept up to date and accurate at all times.
- Develop a rapport with our engineer network and build relationships with the immediate team, internal departments and customers.
- Assist in planning efficient routes for the company’s 10 company employed engineers covering Gazco and Stovax calls, informing relevant other departments within the heating group of the calls to be attended on a weekly basis.
- Review parts requirements and co-ordinate despatch for all engineer requests on a daily basis to ensure appliances are able to be repaired in the minimum amount of time and number of visits possible.
- Call all customers on the engineers planned routes to book appointments on a weekly basis, manage cancellations and the communication of our booking terms and conditions.
- Collate details and order spare parts to be given to 3rd party engineers to supplement our engineer’s capacity where required.
- Review and/or input engineer reports to our databases on a daily basis, passing any relevant information to the concerned departments.
- Raise invoices for all chargeable visits on a weekly basis or in advance during a phone call when booking out of warranty visits or unpaid charge work.
- Support the Engineers by answering queries relating to customer details, inputting or orders for van stock and doing stock requisitions and providing access to instruction manuals and other office based technical information and resources.

You could benefit from our Electric Vehicle Lease or Cycle to Work schemes, Flexi Time Policy, Employee Assistance Programme for a range of home, health and work issues, along with generous staff discount on our products. Employees are also able to log onto our Benefits Hub which gives discounts for supermarkets, cinema tickets, gifts and a wide range of items from other suppliers.

We offer Monday to Friday working for all departments and enhanced holiday allowance.

This position will be based at our state of the art purpose-built offices and manufacturing facility at Skypark, near Exeter Airport. This recent move is transformational for our business, and we’d love you to join us at this exciting time. There is no hybrid working available for this role.

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