Service Co-ordinator- Maternity leave

Job Title: Service Co-ordinator

Department: Customer Care

Reporting to: Customer Operations Manager

Position Type: Materninty leave cover

Start Date: Immediate

Based at: Minimum 3 days office based required at company facility Tallaght Business Park, Dublin 24, the remainder of the time will be working from a non—company location.

Minimum education required: Leaving certificate with significant, relevant work experience

Minimum years experience required: Ideally 2 years working in a Service support role

Applications made by submitting CV and cover letter by email to humanresources@carlstuart.com.

The Role

With responsibility for the planning and co-ordination of Field and In-house Technical Service jobs as directed by the Service Delivery Manager.

The role is responsible for:

• Planning of the service schedule by liaising with the Delivery Manager and Technical Service Team daily, Offering dates and follow ups with customers for these scheduled visits. Ensuring inductions and customer portals are maintained where necessary
• Setting up the contractible and non-contractible jobs in the CRM system and allocation to the correct Subject Matter Technical Specialist.
• Confirmation of the Technical Support Specialist’s attendance on site and point of contact for all service based customer enquiries.
• Organisation and administration of In-house jobs, including flow meter returns and the associated paperwork.
• Organisation of test equipment and stock for site, and its return for calibration if required.
• Processing hours for service team.
• Act as a back-up for phone coverage and sales administration as required.
• Any other reasonable duty required by the Service Delivery Manager and Customer Support Operation Manager.

Measures of Success

Quarterly Performance Metrics

• Planning: Planned jobs created in line with contract renewal KPI
• Measure: Problem creation 100% for 3 months preceding renewal
• Technical Service Calendar: Calendar populated 2 months ahead of schedule
• Measure: All planned jobs allocated calendar space each month
• Job Processing: Engineer hours processed in timely manner
• Measure: Admin days KPI
• In house: In-house jobs scheduled and completed
• Measure: In-house completion KPI and flowmeter jobs KPI
• Documentation: All pre-approval document sent to customer ahead of visit where requested
• Measure: All pre-approvals sent to customer on confirmation of visit.
• Stock: All service stock managed and ordered for jobs ahead of time
• Measure: All stock is ordered and allocated to service jobs ahead of the visit for logistics picking and packing. Repeat visit rate KPI
• Test equipment calibration: All test equipment collected and returned for calibration in timely manner
• Measure: Technical equipment live listing managed to ensure availability for logistics 100% of visits

Knowledge & Skills Required

• Self-driven, results-oriented with a positive outlook
• Strong customer focus with an ability to develop customer relationships and communicate with all levels of the business
• Self-confidence, good organisation skills and good attention to detail
• It is vital that the employee be motivated, enthusiastic with considerable problem-solving skills and an ability to work within the service team to meet deadlines, targets & goals.