Assistant Coordinator

The Service Coordinator Administrator plays a central role in supporting our customers and Service Department, ensuring that every interaction is handled with care, clarity, and professionalism. You will manage support requests, organize service job administration, and liaise closely with our Service Coordinators to ensure that technical issues are escalated promptly. Through an empathetic and composed telephone manner, you will build positive relationships with customers while maintaining a practical understanding of what is achievable

Responsibilities:

• Handle incoming customer service calls.
• Raise and escalate service requests as required.
• Monitor and chase service responses, providing timely and regular status updates to customers.
• Monitor customer satisfaction and report trends or issues.
• Support the maintenance of the Service Schedule in collaboration with Service Coordinators and Engineers.
• Support Service coordinator with service quotations, sales orders, and follow them up where required.
• Process Engineer Service Visit Reports (SVRs).
• Support Service and Operations KPIs, including SVRs, Warranty, Contracts, and Documentation Compliance.
• File and maintain equipment documentation to ensure full traceability.
• Provide support for additional service-related activities as required.

Essential Skills & Experience:

• Excellent telephone manner and customer interaction skills.
• Ability to understand different customer situations and tailor responses appropriately.
• Naturally proactive and assertive, confident in asking questions and seeking answers.
• Strong administrative capability with high attention to detail.
• Well organized, able to prioritize effectively, and capable of managing your own workload.
• Good commercial awareness and the ability to make sound, timely decisions.
• Strong IT literacy, Microsoft Office.
• Ability to develop a basic technical understanding of our machines to support the role.

Desirable Skills & Experience:

• Experience with ERP software.
• Engineering or technical background or interest.
• Based locally.