Service Desk and Planning Coordinator

• Small friendly office
• Very quick start
• excelent opportunities for progression

The position of Service and Planning Co-Ordinator reports to the Service Manager
Key duties and responsibilities
Service Administration
• Daily monitoring of phone system and client emails to ensure all client calls are being
acknowledge and logged as quickly as possible, issues are to be reported to the Service
Manager.
• To prepare and manage the company escalation rota for out of hours support and
communicate to the ARC and the Directors.
• To produce service productivity analysis reports and commentary on problem areas with
action plans to recover poor performance. Reports to be submitted weekly to the Service
Manager for discussion and action.
• To provide data for, and to attend customer performance review meetings with the Service
Manager, Operations Manager /Account Manager as required.
• To review service engineer’s timesheets, and to present payroll information to the Service
Manager on a monthly basis in accordance with deadlines that may be applicable from time
to time.
• To work with account managers and sales staff to facilitate communication with the
designated national account customers to maximise contract retention and to mitigate risk
factors as they arise.
• To monitor the ordering of materials to complete service faults and ensure follow visits are
attended to efficiently to reduce fix times, and to escalate noncompliance to the Service
Manager and Operations Manager.
• To monitor and ensure equipment, where applicable, is returned by service engineers to
Olney in accordance with company procedure and to escalate noncompliance to the
Service Manager and Operations Manager.
• To promote the good image of the company at all times.
 
Service Co-Ordinator (As Required)
• Receive service requests by telephone, email, from customers, ascertaining the details of
reported faults in an accurate manner, and promoting the image of the company as a
responsive organisation.
• To liaise with, monitor and organise the engineers working day to attend to reported faults,
ensuring maximum cost effective use and deployment of resources.
• Where possible seek to resolve reported faults by telephone, liaising with technical staff as
necessary, to avoid unnecessary engineer attendance.
• In conjunction with the Service Manager, or his delegate, ensure that requirements for
preventive maintenance visits are undertaken. Maintain schedules of contracted
maintenance work for relevant customers.
• Receive and action requests from engineers for replacement service stock ensuring items
are ordered without undue delay and supervise the field engineering aspects of the service
stock control procedures.
• Update the Service Mentor computer system (Big Change) with accurate details of calls received
and subsequent status and progress.
• To produce service statistical information and reports using the Mentor system on customer
sites as and when required
• To prepare monthly chargeable service schedules in accordance with Company cut off
dates.
• Report any serious or significant engineering, administrative or customer relationship
issues to the Service Manager without delay.
• Ensure that any Health and Safety issues relating to the service engineers are addressed
and that information connected with safe systems of working is communicated to them.
Please see attached Key Job Tasks.pdf for breakdown of Daily, Weekly, Monthly & ADHOC
Tasks.