Service Coordinator

1.0 Purpose of the Job
To manage the company’s customer preventative maintenance programme within the timescales specified by the company’s industry regulator (NSI).
To work effectively with customers, engineers, and management to help deliver the programme.
To maximise the sales potential for additional works identified during maintenance visits.
To provide support for the effective management of alarms generated and received by the company’s approved call centre(s) and the company’s subsequent actions.
To ensure customer record contact details are maintained accurately on company systems.
2.0 Main Activities (duties & responsibilities)
Manage the company’s preventative maintenance programme to ensure customer systems are serviced within specified timescales and plan services for the relevant Engineer.
Contact customers to arrange maintenance visits while ensuring effective use of the Engineer’s diaries (e.g. geographic locations, skill sets, etc.).
Produce service documentation packs in advance of each service.
To ensure materials needed for services are ready for the Engineer to collect prior to the maintenance appointment.
Create quotations for new maintenance contracts and additional works identified during maintenance visits and send to the customer for approval.
Follow-up all quotations issued by yourself to generate further sales.
Process and send the monthly invoicing of maintenance contract renewals.
Ensure all parts used during routine maintenances are promptly invoiced to the customer.
Monitor the daily activities of alarm activations via the company selected call centre(s) and follow up all activations with the customer to establish if further engineering support is required and generate monthly reports.
Ensure customer records are created and maintained accurately on company systems.
When booking Engineer visits, confirm all current site, correspondence and billing contact details to ensure customer records are kept accurate for the purposes of accurate future contact.
Answer incoming office telephone calls and route as appropriate.
Portray a positive image of APM Fire and Security at all times.
Adhere to all Health and Safety requirements.
Assist the company with other activities when required that are within your skill set, not listed above and where can be reasonably expected.
Experience, Qualifications and Personal Attributes
2.1 Experience
Worked in a similar desk-based role ideally within a technical environment.
Ability to work with IT-based back office systems.
Worked with sales and/or service teams in progressing work.
Computer literate and confident in the use of Microsoft software including Windows, Outlook and the Office suite of programmes and be confident in learning and using bespoke software.
2.2 Qualifications
GCSE Math's, English and ICT at grade C or above or equivalent.
NVQ in Business Administration desirable.
2.3 Personal attributes
Positive attitude to inspire confidence with customers.
Consistently delivers work in an accurate, timely and consistent manner.
Good communication skills.
Good literacy.
Takes a logical approach to problem solving.
Strives to improve efficiency wherever possible.
Takes ownership of customer requests and resolve in a satisfactory and timely manner.
Self-starter.
Can work autonomously and as part of a team.
Good attention to detail.
Possesses a ‘can do’ attitude.
Excellent self-organisational skills, planning and timekeeping.
3.0 KPIs
Services booked in line with their contract requirements.
Engineers attending appointments at the correct time on the correct day.
Engineers paperwork and service components ready for collection prior to their visit.
Positive customer feedback.