Customer Service Senior Resource Coordinator -

About The Role:

Role Overview:

proAV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally.

Our immediate requirement is for an experienced Senior Resource Coordinator to be a key part of our Egham team, representing proAV, taking full responsibility 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 is an exciting opportunity for an exceptional, experienced Senior Resource Coordinator to join an established operation with scope to drive and enhance the service at every opportunity.

Experience and seniority of the position will be reflected by the remuneration and benefits package.

Key Responsibilities:

Scheduling Management:

• Oversee the dispatch and efficient control of schedules for engineers, including the management of PMVs, reactive and scheduled callouts, and quoted works.
• Carry out system checks as a priority to ensure engineers are logged into resource management systems and on target.

Operational Leadership:

• Lead and mentor the scheduling team, providing guidance on complex scheduling matters and looking at continuous Service improvement.
• Serve as a central point of contact between the Helpdesk and Service Engineers, offering support and facilitating smooth communication.

Client Engagement:

• Liaise with engineers throughout the day regarding SLAs, working collaboratively to ensure RAMs, permits, and change requests are efficiently sent to customers and third parties.
• Update the CRM system with accurate ETAs, enhancing client communication and service transparency.

Documentation and Reporting:

• Assist in retrieving engineer Service Reports, ensuring accurate and timely documentation of service activities.
• Raise accurate escalations in a timely manner, maintaining a keen focus on detail and client satisfaction.

People Management:

• Manage Engineer Holiday/absence requests, ensuring smooth scheduling operations and adequate coverage.
• Highlight and address training requirements for engineers, contributing to the ongoing development of the team.

Collaboration and Issue Resolution:

• Liaise between internal departments to efficiently resolve customer issues and streamline communication channels.
• Assist in identifying and resolving issues in normal operations, managing all communications for schedule disruptions.

Performance:

• Monitor engineer responses to service calls during their duties, ensuring adherence to procedures and standards.
• Assist in achieving performance targets, meeting SLAs, and actively supporting the continuous improvement and development of the service team.

Complaints Handling:

• Handle complaints received with professionalism, ensuring all actions are reported to relevant management and contributing to the enhancement of service quality.

General:

• Manage relationships with Field Service Engineers (FSE’s) to ensure effective collaboration and support.

Personal skills:

• Demonstrate effective action and follow-up on required activities.

• Meticulous attention to detail and strong administration and organisational skills.

• Commercial awareness and excellent customer relations and interpersonal skills.

• Demonstrate the ability to take responsibility for key tasks.

Desirable skills:

• Possess experience with incident-based ticketing systems.

• Have experience with CRM systems, with a preference for Microsoft Dynamics.

• Ideally have experience with SAP.

• Collaborate closely with the Customer Service Manager to develop processes and best practices.

• Bring experience working in the AV/VC technology arena and 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.