Job Overview
We are seeking a dedicated Service Coordinator to join our Airconditioning and Refrigeration business. The successful candidate will be responsible for managing service schedules, coordinating logistics, and ensuring seamless communication between clients, technicians, and suppliers. This role offers an excellent opportunity to work within a dynamic team, supporting the efficient delivery of our services. The position is paid and suitable for individuals with strong organisational and communication skills, eager to contribute to a thriving business environment.
You will be working in our family-owned business serving our established and valued customer base and we have built our reputation on maintaining the highest standards of customer service. You will be a driven individual capable of contributing positively to our continued success and to strengthening our brand and reputation.
You’ll be working Monday – Friday from our Poulton Le Fylde offices efficiently and effectively coordinating and scheduling the dispatch and ongoing field operations of our refrigeration and air-conditioning engineers for our national contracts and for reactive call outs. From time to time your work will also include visiting sites for audit purposes.
In return for hard work, dedication and enthusiasm you receive a competitive salary and many work/life balance and personal development benefits.
Duties
This role focuses on delivering the planned maintenance programme for our national contracts ensuring that our service level agreements are met whilst also providing ad hoc service engineers to attend breakdowns and call outs within the clients’ portfolios. Ideal candidates will have a strong work ethic, and enjoy that, having experience of working in a service engineer dispatch and field management environment within the HVAC industry. The work will include but not limited to:-
- Regular review and update of our Planned Maintenance (PPM) system and timely dispatch of engineers to deliver the maintenance commitments.
- Dispatch of engineers to reactive call outs.
- Escalation of resourcing issues to management.
- Logging of records and ensuring engineers record information in the field.
- Communicating our charges to clients and clearly establishing agreement to proceed.
- Invoicing of completed work and payment follow up.
- Performance monitoring and provision of periodic data to management.
- Handling of client interface for variance to programme due to absences.
- Ordering of parts and materials for engineers.
- Handling complaints.
- Auditing of engineer performance.
- Organise and manage service appointments using management systems and software.
- Coordinate logistics related to shipping & receiving, ensuring timely delivery of parts and equipment.
- Maintain accurate data entry within relevant systems to track service activities and invoicing.
- Liaise with clients, technicians, and suppliers via phone and email, demonstrating excellent phone etiquette, complaint handling and communication skills.
- Analyse operational data to optimise scheduling efficiency, absence management and client expectation management.
- Oversee the maintenance management system and workflow to ensure service standards are met.
- Assist in performance monitoring to identify areas for improvement.
- Provide support to engineers in inventory control and order processing.
The Person
- Proven experience with maintenance management and dispatch systems.
- Strong understanding of the management and operation of deploying engineers in the field.
- Analysis skills with the ability to interpret data effectively.
- Outstanding communication skills, both written and verbal, with professional phone etiquette.
- Proficient in data entry with high attention to detail
- Organised with the ability to prioritise tasks efficiently in a fast-paced setting.
- Previous experience in a service coordination or logistics role within the air conditioning or refrigeration sector is desirable but not essential.
We are looking for a person who is experienced, organised, gets on with people, and can calmly do the job in the right way without alienating people.
Mandatory Experience & Qualifications
- Minimum 3 years past experience in a service management role or similar.
- Full UK driving licence.
Mandatory Skillsets
- Communication, Organisation and leadership skills are key to this role, being concise and accurate and able to listen.
- Interpersonal skills and an ability to handle complaints calmly and effectively.
- A steady hand, methodical, logical and composed under pressure.
- Instincts and acumen to quickly learn new IT systems and maximise their benefits.
- An understanding of the importance of workflows and integrity of data.
- A core value of customer satisfaction.
- Comfortable working independently.
Desirable
- Technical background in Commercial Refrigeration, Air Conditioning and HVAC systems.
- Experience of service job management systems and field service engineer tablet use.
- A good educational record but must include higher education.
Key Benefits of This Role:
- Working environment: Modern office working environment with flexible working arrangements.
- Innovation: You’ll be joining us at a key development stage for our business so will get the opportunity to design and influence the tools you’ll be using.
- Work/Life Balance: Strong emphasis on a healthy balance, working Monday to Friday. Company contributed pension.
- Reputation: Working for an established customer base where customer success and professionalism are paramount. You’ll feel proud to be serving major UK brands whilst strengthening your own brand.
Pay: £24,420.00-£38,801.23 per year
Benefits:
- Bereavement leave
- Company pension
- Employee discount
- Flexitime
- Free parking
- On-site parking
- Sick pay
Work Location: In person
