Service Co-ordinator

Why Work at [Employer hidden — sign up to reveal]

Our work is guided by our purpose: creating an energy-resilient world for a better future. This purpose embodies the legacy we bring, with more than 100 years as the global leader in energy resilience, delivering solutions critical to sustain and improve life.

Basic Function

Service Co-ordinators role is to ensure that all Field Service Engineers/Technicians are in the right place at the right time, fully equipped and with correct booking information. To ensure that all scheduled Preventative Maintenances (PMs) are booked within KPIs, all service calls are allocated to SLAs, and enquiries receive the appropriate timely response. Ensuring customers' expectations are met and that 100% customer satisfaction is achieved.

Specific Responsibilities

• To receive and direct incoming service enquiries, to allocate engineering resources, to ensure the enquiry receives the appropriate response and is closed to a satisfactory conclusion in a timely manner.
• Maintain the bookable PM backlog below 50 whilst ensuring PMs are booked within KPI (+/-2 weeks of due date).
• Identify and manage PMs that are due/overdue/on hold via the unassigned list.
• Manage the monthly booking of scheduled PM bookings, to ensure customers are offered scheduled PMs appropriately within KPI.
• Manage Key Accounts PMs, ensuring scheduled on site and all spreadsheets are kept up to date.
• Manage engineer calendar and ensure all entries are confirmed within 48 hours of the date.
• Ensure that generic SMOWs are sent with all PM bookings, that any site specific SMOWs are agreed by Technical Support for final sign off before sending to the customer and engineer.
• Ensure all scheduled PMs have the appropriate Field Service Engineers and/or Technicians allocated with the correct timings.
• Ensure that all Field Service Engineers and/or Technicians are kept fully aware of where they are supposed to be, when they are supposed to be there and what they are expected to do when there, including any site-specific instructions & SMOWS.
• Managed third party PMs, specifically ensuring the correct third party is booked, generator spreadsheet updated, and reports received and filed in calendar entry in a timely manner.
• Work with all FM companies to manage their specific Portal requirements as they arise.
• Manage requirements for all requests for work permits as they arise.
• Management of security requirements and liaise with to ensure centralized sheet updated.
• Liaison with Renewals and Service Sales teams to resolve customer queries as they arise.
• Liaison with all to assist with engineer requirements/availability as arise.
• Management of all projects allocated, through to invoice.
• In addition to the above the Service Co-ordinator, is required to comply with all and any reasonable requests made by the Line Manager or above.

About Us

[Employer hidden — sign up to reveal] proudly offers a rich history steeped in creativity and commitment to our associates and communities, along with competitive benefits and compensation. Our Purpose—Creating an energy resilient world for a better future—and Values: Curiosity, Trust, Pace, and Excellence, are important cultural components that shape the way we work and relate to one another. Learn more about [Employer hidden — sign up to reveal] at https://www.[Employer hidden].com/who-we-are. In addition to the investment in your development, [Employer hidden — sign up to reveal] offers a benefits package including a competitive salary, health, vision, dental, 401(k) with [Employer hidden — sign up to reveal] matching, and more!

Our Values

• Curiosity – Seek, learn, share
• Trust – Go farther together
• Pace – Focus to go faster
• Excellence – Find the win every day