Customer Service Resource Coordinator

About The Role

Role Overview:

The role is responsible for managing the Field Service Engineers (FSE’s) resource diary.

Due to the nature of the Support Services business many of these areas are subject to SLA’s, key performance indicators and balanced scorecard assessments. Developing and sustaining excellent customer relations whilst ensuring the commercial impact of accounts are upheld, are primary objectives of the role.

This role works on fortnightly shift pattern, working 40 hours per week, 9 hours a day with shift patterns between 7am-7pm based in the office.

Key Responsibilities:

• Dispatch and control efficient schedules for all engineers in reference to PMV’s, reactive and scheduled call outs and quoted works.

• Checking system as your first job to ensure all engineers are logged in to resource management and on target

• Liaising/chasing engineers throughout the day regarding SLA’s

• Working alongside the engineers to make sure all relevant RAM’s, permits, change requests are sent to customers / third parties

• Updating CRM portal with eta’s where applicable

• Provide first point of contact for scheduling support

• Central point of contact between Helpdesk and Service Engineers

• Assist with retrieving engineer Service Reports

• Ensuring performance targets are achieved and SLA’s are met, and the service team continues to improve and develop

• Help support and manage Engineer Holiday/absence requests

• Liaising between internal departments to resolve any customer issues

• Assist to identify and resolve all issues in normal operations and manage all communication for all schedule disruption

• Dispatch and control efficient schedules for all engineers in reference to PMV’s, reactive and scheduled call outs and quoted works.

• Checking system as your first job to ensure all engineers are logged in to resource management and on target

• Liaising/chasing engineers throughout the day regarding SLA’s

• Working alongside the engineers to make sure all relevant RAM’s, permits, change requests are sent to customers / third parties

• Updating CRM portal with eta’s where applicable

• Provide first point of contact for scheduling support

• Central point of contact between Helpdesk and Service Engineers

• Assist with retrieving engineer Service Reports

• Ensuring performance targets are achieved and SLA’s are met, and the service team continues to improve and develop

• Help support and manage Engineer Holiday/absence requests

• Liaising between internal departments to resolve any customer issues

• Assist to identify and resolve all issues in normal operations and manage all communication for all schedule disruption

• Ensure all procedures are followed, along with monitoring the engineer’s response to service calls received during the course of their duties

• Ensure that any complaints received are dealt with in a professional manner and all actions taken reported to relevant Management

• Carry out any other duties as requested by Management

• Highlight any Training requirements for Engineers

• Booking of engineering resource / Logistics / Travel

• Raising of accurate escalations in a timely manner

• Relationship management with the FSE’s.

• Weekly Touch-point meetings, reports and chairing of conference calls.

Desirable Skills:

Experience of incident based ticketing systems

Working closely with the Customer Service Manager to develop process and best practice.

Experience of CRM systems, (desirable to be Microsoft Dynamics)

Experience of SAP (desirable)

Experience of working in an AV / VC technology arena

Previous Customer Service experience

About Us:

proAV designs, integrates and supports blended technology solutions with AV, UC and beyond including end-to-end services and 24/7/365 support to enhance global collaboration and empower your world of communication.

From reviewing technology to integration to post-deployment support, you’re in safe hands when you trust your AV and UC to proAV.

We are recognised as one of the AV industry’s most powerful international delivery and support operations trusted by a varied client base in more than 80 countries across 6 continents. To date, we have completed 700+ projects outside of the UK that meets the demands and challenges of a globalised marketplace, keeping the lines of communication and collaboration open.

From our state-of-the-art Customer Services Centre and Video Network Operations Centre (VNOC) our dedicated teams manage, monitor and protect our global clients’ business-critical AV systems architecture, products and technologies 24/7/365.

Equality, Diversity & Inclusion:

proAV is an equal opportunity employer that is committed to supporting and promoting an inclusive culture for all employees and job applicants. We want everyone to feel comfortable being themselves and create a culture where we understand and respect each other’s differences. proAV does not tolerate discrimination based on age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We make employment decision based on the needs of our business and the qualifications and/or experience of the individual. proAV offers personal and professional development opportunities, not just through traditional qualifications, but also through Apprenticeship schemes, internal training and mentorship programmes. We support employees and job applicants with their work-life balance through our family friendly policies and practices. We encourage all to apply.