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Service Administrator

Posted on Jun 12, 2019 by CV-Library

Nottinghamshire, United Kingdom
Immediate Start
Annual Salary
Job Title: Service Administrator (Scheduler)

Business Area: Customer Service

Reports To: Team Leader


Deal directly with Global engineers and our customers either by telephone, electronically or via a customer portal and to provide ‘best in class’ service. Manage the handling of customer requests and process information within the agreed KPI’s and industry safety regulations.

* Interact with engineers in a timely and effective way to provide the best in business customer service

* Manage your region, take ownership of key accounts and service requests to the agreed KPI’s

* Ensure critical service and breakdown response deadlines are achieved, escalating any performance issues or non-compliance to the area Field Line Manager and/or Service Manager

* Effective planning of the engineer schedules - taking into account travelling time, expected length of visit, planning for emergency call outs, holiday cover, covering rest time following on call cover and sickness cover

* Work closely with engineers, managing and scheduling engineers ‘real time’. Report anything overdue, both maintenance and call outs on a daily basis

* Monitor that engineers use of PDA, e.g. booking on & off daily, logging arrival at site, logging the job as complete

* Drive engineer productivity

* Ensure engineer has next job available prior to leaving site

* Provide cover support for other regions

* To process telephone calls/emails relating to service / breakdowns and within the agreed KPI’s

* Provide accurate and timely updates to the administration database (C4W)

* Chase reports, updates, etc. from sub contract labour

* Ordering any relevant parts and ensuring on site prior to engineer attendance

* Ensuring permits are in place and valid to enable completion of the works

* Liaise with site to book engineer visits ensuring any access issues are escalated

This Job Description is not an exhaustive list of all the tasks and duties applicable to this position. In addition, it is key to business success that employees support both their immediate colleagues and other functions as necessary within the business. All roles develop over time due to changing business circumstances and changing technology and practices. The job holder will be required to carry out additional or amended tasks and duties resulting from such changes.

Required experience

Knowledge of customer service principles and practices (essential)

IT skills, including Microsoft packages and email. Knowledge of administrative procedures (essential)

Experience in working in a similar service administration role (desirable)

Required skills/knowledge (all essential)

Planning and organisation skills.

Building and maintaining relationships.

Time management skills.

Ability to prioritise workload.

Be adaptable and be able to take initiative.

A responsible attitude.

Accuracy at record keeping.

Numeric, oral and written language applications.

Excellent listening skills.

Negotiations skills.

Excellent communication skills, including a clear, confident speaking voice.

Personable in written and verbal communication, exhibit confidence and handle fast-paced work environments well.

Problem analysis and problem solving

Reference: 210213072

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