Service Coordinator for Lift Company

Job Description:

Looking for someone who comes with experience working for a lift company this is essential.

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.

Hours: 0800-1700

Location: Sidcup

Responsibilities:

1. Call Management:

• Answer all incoming calls promptly and respond to messages from Message Direct.

• Log service callouts and dispatch them to the appropriate engineer.

• Keep clients updated with estimated time of arrival (ETA) for service visits.

2. Shutdown List Management:

• 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.

3. Call Completion and Reporting:

• Update clients on the completion of service callouts.

• Log night call reports.

• Aim to update clients by 9:00 am the next working day.

4. Service Desk Email Monitoring:

• Monitor the 'Service Desk' email for engineer check-ins and check-outs.

• Inform the Operations Manager if engineers fail to do so.

5. Engineer PDA and Service Sheets:

• Ensure all engineers' PDA service and breakdown sheets are promptly downloaded and recorded accurately on Liftdata.

• Email copies to clients upon request.

6. Service Repairs:

• Open free of charge (FOC) service repair requests on Liftdata.

• Coordinate with the Operations Manager for dispatch to engineers.

7. Insurance Reports:

• Log and manage insurance reports according to company processes.

8. Purchase Orders:

• Raise purchase orders for suppliers and subcontractors on Liftdata when necessary.

9. Client Service Visits:

• Schedule and book service visits with clients as required.

10. Auto Diallers:

• Ensure auto diallers are functioning correctly and telephone numbers are cross-checked with Liftdata.

• Enter 'No Auto dialler' where applicable.

11. Engineer Calendar Management:

• Keep the shared calendar updated with engineer whereabouts, including servicing, holidays, etc.

12. Reporting:

• Timely generation of reports, including key client meetings and a repeat call list for the Operations Manager on a weekly basis.

13. Client Portal Updates:

• Update client portals, such as Dwellant, Chamonix, Elogbooks, and Risk Wise, when required.

Qualifications:

• High school diploma or equivalent; additional education or certification in a related field is a plus.
• Proven experience in a similar service coordination or administrative role.
• Strong communication and customer service skills.
• Proficiency in using software applications and tools for scheduling, record-keeping, and email management.
• Excellent organizational and time-management abilities.
• Attention to detail and accuracy in data entry and record maintenance.
• Experience of working in a Lift Company is essential for this role

If you are a dedicated and organized professional with a knack for effective communication, we encourage you to apply for the Service Coordinator position. Join our team and help us deliver exceptional service to our clients.