Service Coordinator

Job Function:

Responsible for workshop administration, including scheduling jobs and monitoring their progress, keeping customers updated, and introducing/updating and maintaining processes. Monitoring standard KPI and performance reports. Oversees and distributes workload to technicians.

To work closely with the Service Manager to ensure a smooth running, efficient workshop delivering excellent customer service.

Essential Duties:

• Welcomes customers and listens carefully to their needs
• Distributes workload to the team according to engineer competencies
• Answers incoming calls, dealing with queries or directing to the relevant party
• Keeps customers informed of job timings, progress and any major increase in bill totals
• Keeps customers informed of site visit dates and times
• Makes post repair follow-up calls
• Actively gathers data about repairs prior to an engineer’s visit and puts information on job cards
• Inputs job stories and checks all completed jobs to ensure they are complete and accurate for both parts and labour
• Processes both invoicing and credits for the workshop
• Ensures all warranty forms are with the Warranty Manager in the required time
• Responsible for Work In Progress ensuring current goals are met
• Work scheduling and issuing jobs to technicians based on skills and ability
• Ensures that service processes, policies and guidelines are followed and applied safely
• May assist the Service Manager in reviewing the workshop performance and to address any specific issues
• May assist the Service Manager to analyse profitability and labour utilisation to maintain an efficient and profitable workshop
• Participates in the out of hours on call rota

Skills & Qualifications:

• An engineering/customer focused background
• Ideally would have workshop experience and be used to dealing with technicians
• Excellent communication skills and able to adapt style as appropriate.
• Well organised and calm under pressure
• Confident, curious and keen to develop
• A good level of IT literacy and a competent user of Microsoft based applications
• Good time management
• Self-motivated

Company Benefits such as: Healthshield Cash Back Plan, Employee Assistance Program, Long Service Awards, Financial Wellbeing Meetings, Company Pension Scheme, paid holiday plus Bank Holidays..