Role Purpose
To support the efficient running of the Service Department for both CAS & Amercare maintaining Laboratory Clean Air Equipment, ensuring high-quality service delivery to customers, effective coordination of engineers, and smooth management of service contracts and aftersales opportunities. The role will focus on maintaining customer satisfaction, ensuring jobs are delivered on time and within budget, and assisting with the continuous improvement of service processes.
Key Responsibilities
Service Operations
- Coordinate and schedule service work, ensuring efficient use of engineering resources.
- Monitor job progress, ensuring deadlines, budgets, and service standards are met.
- Support with the management of warranty claims, logging and tracking resolutions.
- Assist in analysing service performance data to identify trends and areas for improvement.
Customer Experience & Communication
- Act as a key point of contact for customers for routine service queries and updates.
- Maintain strong working relationships with existing customers to encourage repeat business and contract renewals.
- Support in conducting regular review calls or meetings with key accounts to ensure service expectations are met.
Aftersales & Commercial Support
- Identify opportunities for additional service work, spare parts, or extended contracts.
- Prepare basic quotations for service work and support in tender responses when required.
- Help promote service offerings to new and existing customers through proactive communication.
Administration & Process Support
- Maintain accurate service records, reports and documentation in line with company procedures.
- Ensure service jobs are costed correctly and support in tracking departmental profitability.
- Assist in forecasting resource needs, stock levels for service parts, and basic budget planning inputs.
Team Coordination
- Provide day-to-day support to service engineers and office coordinators.
- Assist in onboarding new service staff and support with training on internal systems and processes.
- Help promote a positive team culture with a focus on efficiency, accountability, and customer service.
Continuous Improvement
- Contribute ideas to improve service delivery processes, communication flow, and resource planning.
- Support in driving adherence to quality procedures and health & safety standards across the department.
Skills & Experience Required
- Experience in a service coordination or service team leader role, ideally within a technical or engineering environment.
- Strong organisational and planning skills with the ability to prioritise and manage multiple jobs simultaneously.
- Good commercial awareness with confidence in handling quotes and customer conversations.
- Customer-focused mindset with excellent communication skills.
- Competent using CRM or service management software, along with Microsoft Office (Excel, Outlook, Word).
- Ability to work collaboratively with engineering teams and internal stakeholders.
Personal Attributes
- Professional, proactive and service-oriented approach.
- Calm under pressure with strong problem-solving ability.
- Driven by efficiency, customer satisfaction and continuous improvement.
Pay: £40,000.00-£50,000.00 per year
Benefits:
- Company pension
- Free parking
- Life insurance
- On-site parking
- Sick pay
Work Location: In person
