The Service Coordinator plays a critical role in ensuring the efficient operation of our service department by managing communication between clients and engineers, monitoring service requests, and maintaining accurate records. This position demands strong organizational and communication skills and the ability to work in a fast-paced environment.
Responsibilities:
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- Answer all incoming calls promptly and respond to messages from Message Direct.
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Log service callouts and dispatch them to the appropriate engineer.
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Keep clients updated with estimated time of arrival (ETA) for service visits.
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- Maintain a daily 'Shutdown' list of out-of-order lifts.
- Communicate and update clients on the status of out-of-order lifts, liaising with the Operations Manager.:
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- Update clients on the completion of service callouts.
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Log night call reports.
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Aim to update clients by 9:00 am the next working day.
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- Monitor the 'Service Desk' email for engineer check-ins and check-outs.
- Inform the Operations Manager if engineers fail to do so.
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- Ensure all engineers' PDA service and breakdown sheets are promptly downloaded and recorded accurately on Liftdata.
- Email copies to clients upon request.
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- Open free of charge (FOC) service repair requests on Liftdata.
- Coordinate with the Operations Manager for dispatch to engineers.