Service & Administration Coordinator

Job Discription

The Service & Administration Coordinator will act as a primary point of contact for customers regarding service requirements, maintenance scheduling, quotations and service costs.

The role is designed to manage customer communications and administrative processes that are currently undertaken by engineers, allowing technical staff to focus on engineering, maintenance and field service activities.

The position will support the efficient running of the Service Department by coordinating service requests, maintaining accurate records, arranging appointments, preparing quotations and ensuring customers receive a professional and responsive service.

Full training will be provided, including training on company systems, services, processes, pricing and procedures. Previous experience within an engineering or technical environment is therefore not essential.

Key ResponsibilitiesCustomer Service

• Contact customers to discuss service requirements and maintenance needs.
• Provide customers with information on available service options and standard costs.
• Respond professionally to customer enquiries by telephone and email.
• Follow up outstanding quotations and service recommendations.
• Liaise with customers to arrange suitable service and maintenance appointments.
• Manage customer expectations regarding engineer availability, appointments and response times.
• Provide customers with appropriate updates on the progress of service work.
• Record customer communications accurately within company systems.
• Resolve routine customer queries and escalate technical matters to the appropriate engineer or manager when required.
• Maintain a professional, helpful and customer-focused approach at all times.

Service Administration

• Coordinate and schedule service and maintenance appointments.
• Prepare and issue customer quotations following company procedures.
• Process completed engineer service reports.
• Maintain accurate customer, equipment and service records.
• Complete service-related paperwork and general administration.
• Enter and maintain information within company systems.
• Monitor planned maintenance requirements and issue customer reminders.
• Follow up quotations awaiting customer approval.
• Assist with the administration of service invoicing where required.
• Ensure documentation is completed accurately and in a timely manner.
• Provide general administrative support to the Service Manager, Supervisor and engineering team.

Responsibilities Reassigned from Engineers

A key purpose of this position is to reduce the amount of routine customer contact and administration currently undertaken by engineers.

Customer Communication

The role will take responsibility, where appropriate, for:

• Discussing service requirements with customers.
• Explaining standard service and maintenance costs.
• Following up quotation approvals.
• Arranging appointments.
• Updating customers regarding job progress.
• Responding to routine service enquiries.
• Directing technical questions to the appropriate engineer when necessary.

Administration

The role will take responsibility for:

• Completion and processing of service paperwork.
• Data entry and record management.
• Service and maintenance scheduling.
• Preparing quotations.
• Updating customer records.
• Processing engineer service reports.
• Managing planned maintenance reminders.
• Maintaining service documentation.
• General administrative follow-up following engineer visits.

This allows engineers to concentrate more of their working time on technical, engineering and field-based responsibilities.

Training & Development

Full training will be given to the successful candidate.

Training will include:

• Company induction and procedures.
• Company products and services.
• Service and maintenance processes.
• Customer service procedures.
• Company computer and administration systems.
• Service scheduling and appointment management.
• Preparing and processing quotations.
• Understanding standard service pricing and costs.
• Processing engineer reports and documentation.
• Customer record management.
• Handling telephone and email enquiries.
• Identifying when a query should be referred to an engineer or manager.

Ongoing support will be provided as the successful candidate develops their knowledge and confidence within the role.

Technical or engineering knowledge is not required at the outset. The successful candidate will be trained to understand the information required to handle routine customer and service enquiries effectively.

Skills & ExperienceEssential

• Previous administration and/or customer service experience.
• Excellent telephone manner.
• Confident and professional when speaking with customers.
• Strong organisational and planning skills.
• Good general computer skills.
• Experience using Microsoft Outlook, Word and Excel.
• Ability to manage multiple tasks and priorities.
• Strong attention to detail.
• Good written and verbal communication skills.
• Ability and willingness to learn new systems and processes.
• Ability to work effectively as part of a team.

Desirable, but Not Essential

• Previous experience within a service, engineering, maintenance or technical environment.
• Experience using CRM, service management or ERP systems.
• Experience preparing quotations.
• Knowledge of invoicing processes.
• Experience coordinating diaries, appointments or field-based employees.

Candidates should not be discouraged from applying if they do not have technical or engineering industry experience, as full training will be provided.

Personal Qualities

The successful candidate will be:

• Professional and customer-focused.
• Friendly and approachable.
• A confident communicator.
• Organised and methodical.
• Proactive and self-motivated.
• Calm under pressure.
• Reliable and conscientious.
• A good team player.
• Willing to learn.
• Comfortable taking responsibility for their workload.
• Able to use initiative while knowing when to escalate technical matters.

What We Offer

• Full training provided.
• Ongoing support and development.
• Opportunity to develop knowledge of the service and engineering industry.
• Varied role combining customer service, coordination and administration.
• Opportunity to take ownership of customer service administration and processes.
• Close working relationship with experienced engineers, supervisors and management.

Summary

This position would suit an experienced administrator or customer service professional who is organised, confident on the telephone and keen to learn. Previous engineering experience is not essential, as the technical knowledge required for the administrative aspects of the position will be taught through a structured training and support programme.

Pay: £26,436.80-£28,000.00 per year

Benefits:

• Company pension
• On-site parking

Work Location: In person