Job Purpose
The Service & Training Coordinator will provide accurate and efficient administration across AC machine sales, delivery, installation, servicing, repairs, workshop returns and F-Gas training. The role will involve regular customer contact and close liaison with Sales, Shipping, engineers, the Head of Training and relevant managers to ensure activities are scheduled, recorded and completed efficiently.
Key Responsibilities:
Duties will include but are not limited to the following –
- Manage AC machine sales administration, including customer enquiries, quotations, orders and confirming the customer’s preferred delivery method.
- Arrange machine deliveries and installations, coordinating engineers, delivery routes, availability and customer communications.
- Handle machine service and repair enquiries, collecting customer details, photographs, serial numbers and descriptions of faults.
- Prepare estimates and process chargeable work, including labour, mileage, parts and pro forma payments.
- Process and record warranty claims, liaising with the manufacturer and relevant management regarding machines covered by warranty.
- Schedule engineers, monitor completed work, record notes and follow-up requirements, and support job closure and invoicing.
- Coordinate larger repairs and workshop returns, including obtaining condition photographs, arranging courier collections, issuing quotations, obtaining approval and arranging return delivery.
- Refer cases to the relevant manager or Sales team where replacing a machine is more appropriate than repairing it.
- Follow up annual machine services and warranty deadlines by reviewing machine records, contacting customers by telephone and postcard and recording all actions in internal systems.
- Coordinate free, paid and group F-Gas training bookings, ensuring dates and arrangements are confirmed.
- Send training confirmations, pre-course information and acknowledgement forms, chase outstanding paperwork and reconfirm arrangements before training.
- Manage the F-Gas training diary, balancing booking order, trainer availability, customer requirements, geographical location, course type, group size and pricing in liaison with the Head of Training.
- Complete City & Guilds registrations, invoices and claims, maintain candidate records, record special requirements, process certificates and maintain organised training files.
- Act as the first point of contact for delivery damage, obtaining photographs and details, reporting incidents to Shipping and relevant managers, and coordinating return, repair or replacement.
- Compile quarterly reports for the relevant trade association, detailing machines purchased by member factors.
- Maintain engineer van-stock records, including gas and other consumables.
- Maintain accurate and confidential records in internal systems, spreadsheets and filing systems.
- Complete general administrative duties including emailing, filing, photocopying, scanning, document preparation and distribution.
- Provide a high standard of customer service, manage multiple calls and priorities, attend meetings and training, and assist with special projects as required.
Additional
- Attend training, workshops and meetings when requested.
- Assist with special assignments and projects as required, always ensuring confidentiality.
Experience and Skills
Education and Training
- GCSE, or equivalent, in English and Maths
Work Experience
- Office based experience in a busy, dynamic environment
- Working in a team
Knowledge and Skills
- Strong customer service skills with a pleasant, helpful and professional manner.
- Strong verbal and written communication skills.
- Good numeracy, literacy and accurate data-entry skills.
- Excellent attention to detail, organisation and prioritisation skills.
- Ability to manage competing deadlines and changing schedules.
- Strong IT skills, including Microsoft Office and confidence using business systems and online platforms.
- Ability to handle customer and candidate information in a confidential manner.
Pay: £28,000.00-£30,000.00 per year
Benefits:
- Casual dress
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
- Sick pay
Work Location: In person
