About this role
- Key ResponsibilitiesService Coordination & PrioritisationSchedule and coordinate planned preventative maintenance (PPM) visits, liaising with customers and engineers to arrange suitable attendance dates.
- Receive, log and prioritise reactive breakdown call-outs in accordance with established service priorities and urgency.
- Monitor open jobs and flag outstanding actions to the Senior Service Coordinator / Assistant General Manager as required.
- Engineer Scheduling & AllocationAllocate engineers based on location, availability, site familiarity, relevant experience and urgency of the work.
- Coordinate changes to engineer schedules in consultation with the Senior Service Coordinator / Assistant General Manager where urgent breakdowns or changing customer requirements arise.
- Service Job ManagementRaise job sheets and purchase orders in accordance with company procedures, and prepare draft quotations using information provided by the Senior Service Coordinator / Assistant General Manager.
- Maintain accurate service management system records, including job notes, attendance details and completion information.
- Carry out an initial review of completed service reports to identify whether further action may be required, and log or flag follow-up requirements to the Senior Service Coordinator / Assistant General Manager.
- Customer & Engineer CommunicationLiaise with customers regarding access arrangements, attendance times, job progress and service updates.
- Communicate with engineers regarding job details, attendance arrangements and scheduling requirements.
- Parts & Service SupportOrder parts and track deliveries required for repair works.
- Reporting & AdministrationSupport the Senior Service Coordinator / Assistant General Manager with service reporting, compliance records and departmental documentation.
- Key Skills & ExperienceStrong organisational and multitasking ability, with the ability to manage and prioritise multiple service requirements.
- Excellent telephone manner and customer service skills.
- High attention to detail and accurate record keeping.
- Proficient in Microsoft Office (Outlook, Excel and Word) and comfortable using computerised service management systems.
- Ability to work in a fast-paced environment and manage changing priorities.
- Previous administrative, scheduling, service coordination or customer service experience is desirable.
- Experience within HVAC, building services or engineering/service environments is advantageous but not essential.
- Ability to communicate effectively with customers, engineers and colleagues.
- Personal AttributesCalm under pressure, particularly when handling urgent breakdowns and changing service requirements.
- Practical problem-solver with a proactive approach.
- Positive, reliable and team-oriented.
- Well organised and able to manage competing priorities.
- Eager to develop knowledge of air conditioning systems and service processes.