Service Coordinator

P Tuckwell Ltd
TN22 5RN Framfield, UK

Job Function: 

Responsible for workshop administration, including scheduling jobs and monitoring their progress, keeping customers updated, and introducing/updating and maintaining processes. Monitoring standard KPI and performance reports. Oversees and distributes workload to technicians. 

 

To work closely with the Service Manager to ensure a smooth running, efficient workshop delivering excellent customer service. 

 

Essential Duties: 

  • Welcomes customers and listens carefully to their needs 
  • Distributes workload to the team according to engineer competencies 
  • Answers incoming calls, dealing with queries or directing to the relevant party 
  • Keeps customers informed of job timings, progress and any major increase in bill totals 
  • Keeps customers informed of site visit dates and times 
  • Makes post repair follow-up calls 
  • Actively gathers data about repairs prior to an engineer's visit and puts information on job cards 
  • Inputs job stories and checks all completed jobs to ensure they are complete and accurate for both parts and labour 
  • Processes both invoicing and credits for the workshop 
  • Ensures all warranty forms are with the Warranty Manager in the required time 
  • Responsible for Work In Progress ensuring current goals are met 
  • Work scheduling and issuing jobs to technicians based on skills and ability 
  • Ensures that service processes, policies and guidelines are followed and applied safely 
  • May assist the Service Manager in reviewing the workshop performance and to address any specific issues 
  • May assist the Service Manager to analyse profitability and labour utilisation to maintain an efficient and profitable workshop 
  • Participates in the out of hours on call rota 

 

Skills & Qualifications: 

  • An engineering/customer focussed background 
  • Ideally would have workshop experience and be used to dealing with technicians 
  • Excellent communication skills and able to adapt style as appropriate. 
  • Well organised and calm under pressure 
  • Confident, curious and keen to develop 
  • A good level of IT literacy and a competent user of Microsoft based applications  
  • Good time management 

Self-motivated 


Company Benefits such as - Healthshield Cash Back Plan, Employee Assistance Program, Long Service Awards, Financial Wellbeing meetings, Company Pension Scheme, paid holiday plus Bank Holidays

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