Are you looking for an exciting change? Morgan McKinley is proud to be bringing to market an excellent opportunity to support the efficient delivery of service operations. This role plays a key part in coordinating a team of engineers, managing customer communications, and ensuring service activities are completed in line with SLAs and company standards. It's a fast-paced, varied position ideal for someone who thrives on organisation, problem-solving, and delivering exceptional service.
Key Responsibilities:
- Coordinate and schedule service tasks for a team of field service engineers to ensure optimal productivity and response times
- Liaise with engineers daily to monitor progress and ensure service level agreements (SLAs) are consistently met
- Handle customer queries promptly and professionally via phone and email, maintaining a high standard of customer service
- Manage client accounts using internal systems, ensuring all records are accurate and up to date
- Source and purchase spare parts for engineers and external customers, ensuring cost-effectiveness and timely delivery
- Respond to parts-related queries, including sourcing suppliers and managing warranty claims and returns
- Obtain quotations from suppliers and prepare and issue accurate quotations to customers
- Support Field Service Engineers (FSEs) in identifying correct parts and obtaining part codes from suppliers
- Create and maintain part codes, ensuring stock levels are effectively monitored and managed
- Handle a high volume of inbound and outbound calls in a fast-paced environment
- Process weekly and monthly invoicing for completed service work
- Accurately input and maintain data within internal systems
- Liaise with internal departments to resolve operational issues efficiently
- Produce reports to support service performance and business decision-making
- Ensure compliance with ISO standards and consistently meet external SLAs
Key Skills & Experience:
- Strong organisational and scheduling skills with the ability to manage multiple tasks simultaneously
- Excellent communication skills, both written and verbal
- Experience in customer service or service coordination roles
- Ability to work effectively under pressure in a high-volume environment
- Strong attention to detail and accuracy in data entry and reporting
- Experience using internal systems or service management software
- Problem-solving mindset with the ability to liaise across teams and external suppliers
If you're ready to take the next step in your career, apply now or get in touch to find out more.
