After Sales - Service Coordinator

We are looking for an experienced field service coordinator, who can start with our client as soon as possible. The role is a largely reactive one, focussing on internal and customer liaison re field and workshop engineering jobs, scheduling, planning, resource selection, tasking and briefing engineers and some project management. Our installed base of customers are in the main covered by preventative maintenance agreements, requiring annual renewal governed and reported on through a dedicated, contact management database.

This critical role forms a central point of contact for customers from quoting for reactive breakdown and maintenance agreements and out of contract service visits, order acknowledgement and resource planning and scheduling, ensuring spares and consumables are available to the customer ahead of engineering visits liaising with the After Sales Coordinator to fulfil,  allocation of appropriate stock, scheduling of technical resources through to setting customer expectations site readiness ahead of engineering visits. There will be liaison with our German manufacturer to ensure sometimes tight deadlines are met and onward sharing of appropriate information with end users; arranging dates and logistics. Ultimately, the follow up of each and every service visit to ensure customer expectations have been met and to work through post-visit feedback.

Some additional administration duties will be added as the role becomes more established, to offer experiences and responsibilities for greater purchasing involvement, health and safety-related tasks pertinent to the service role, key to the business.

This role reports to the After Sales Manager experienced in all aspects of this role and as well as the more proactive business development area of the business that is increasing their focus. This role also works alongside the After Sales Coordinator responsible for purchasing, stock control, consumable and spares order processing.

Main Responsibilities

Forming strong relationships with our installed base customers across the UK and Ireland.
Working with the After Sales Manager to generate PMA (Preventative Maintenance Agreement) renewal quotations 
Accepting and inputting service orders for workshop and/or field visits
Arranging resources for field engineering visits alongside the After Sales Coordinator so travelling regional engineers are able to be productive at site.
Working alongside the After Sales Manager to ensure best use of engineering resources across both proactive and reactive maintenance projects/visits.
For the customer – providing a complete point of contact to end users, including annual compliance checks, accepting and making regular telephone calls and prepare email communication with updates and service process information
Proforma invoicing for no credit customer accounts using Sage 50 Accounts 
Liaising (in English) with German Head Office to progress enquiries as they arise
Working closely with the After Sales Manager and Joint MDs as well as the Technical Manager to ensure customer retention
Maintaining detailed and accurate customer records in our ACT CRM, Sage 50 Accounts and stock control systems
Day to day support and collaboration with the machinery sales team (both office and field based) 
Internal communication field service teams to highlight additional revenue opportunities for the business
Being an active Customer Services team member, customer-focused and focussed on the best outcomes for our B2B clients
You must have:

experience of reactive service-related administration support
strong administrative and stakeholder engagement skills
excellent written and verbal communication capabilities
a keen eye for detail
ability to manage multiple tasks across the day/week/month 
willingness to work as part of a team
strong IT aptitude for working in Office 365 (specifically Excel, Word, Outlook and Teams) as well as CRM and order processing systems
A-levels or equivalent – and/or an appropriate experience in administration
driving licence and your own transport - the company is based in a rural location and public transport services are very limited
This role is an exicitng opportunity to join a fantastic team