Service Resource Coordinator

Our immediate requirement is for an experienced Service 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., 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.
  
  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.
• Collaborate closely with the Customer Service Manager to develop processes and best practices.
• Have experience with CRM systems, with a preference for Microsoft Dynamics.
• Ideally have experience with SAP.
• Bring experience working in the AV/VC technology arena and previous customer service experience.