Role Purpose
The Service Administrator plays a key role in supporting the service operation of the business, ensuring the efficient coordination of engineers, accurate administration of service jobs, and high levels of customer satisfaction. This role acts as a central point of contact between customers, engineers, suppliers, and internal teams, helping to keep service activities running smoothly and compliantly.
Tasks within Role
- Working within the service department being reactive to all client’s requirements i.e quotations, reactive raising/involvement, problem solving and escalations.
- Working and operating with a number of different systems from a RDS perspective and also client perspective. (Client Portals).
- Working to tight deadlines, KPI’s and SLA’s for a number of different clients, working to an end goal of delivering on all set targets both internally and externally.
- Point of contact for the engineer base from an operational perspective i.e supplier control and part control.
- Working closely with the existing service director, supporting them in ensuring all previous day worksheets are compiled, remedials works or job resolution are concluded for the relevant next stages of that task.
- Dealing and working with our supply chain, issuing of order numbers and control purchases for delivery right through to issue to frontline engineers.
- Compliance and quality control using existing tools i.e auditing and training, be able to check and monitor engineer worksheets to a point of delivering better information and task completion.
- Be instrumental in ensuring and delivering maintained levels of quality, efficiency and profitability within all aspects of day to day works.
- Pivotal in providing clarity, resolution, transparency between frontline to back office within day to day scheduled works & reactive works.
Day to Day Function/Tasks
- Engineer liaison
- Client & Supplier Liaison
- Portal updates/Back-office Job Systems and updates
- Engineer Timesheets (to be discussed)
- Job scheduling/Job arrangement
Key Responsibilities
- Working within a multitude of different back-office systems and client portals ensuring delivery and adherence of timescales/deadlines and key operational updates.
- Serve as an escalation point for internal/external customers/frontline engineers, coordinating across all internal teams to ensure issue resolution is completed in a timely manner.
- To provide support to RDS Frontline Technician’s, to take calls covering a wide scope of situations across a broad scope of product types, a multitude of varying manufactures and bespoke industrial configurations.
- To be able to liaise and remedy service-related issues, in the quickest and most cost-effective conclusion or to be able to establish a clear route for conclusion using the existing RDS internal infrastructure.
- Use internal system software to commission and troubleshoot day-to day work.
- To be able to determine and define clear deliverables, roles and responsibilities for staff members required for the specific ongoing works.
- Once fully trained, you will join the out-of-hours emergency standby rota on a roughly 1-in-10 rotation.
Skills
- Ability to demonstrate an approach of continuous improvement across all areas of the department/business
- Ability to diffuse and resolve issues in a timely manner within a service arena.
- Ability to understand and implement compliance documentation and disrepute to all required staff.
- Ability to be able to work and navigate around various IT based platforms that are pivotal to day-to-day operation.
- Ability to work with a very reactive environment and be able to adapt and multitask with whatever challenge/tasks the working day can create.
- To be able to understand, give guidance and possibly implement regularity directives, to be ahead of all industry standards and industry/market trends.
- Resolve and respond to customer issues and enquiries
- Assist and support technicians in executing their day-to-day tasks.
- Strong sense of personal accountability regarding decision-making.
- Experience working in a high-level collaborative environment and promoting a teamwork mentality to resolve issues in a timely and effective manner.
- Ability to work independently applying your knowledge into the role to benefit the department/team whilst enhancing your personal development.
- Be comfortable and able to work within a fast pace, fast changing environment/department.
Pay: £26,000.00-£28,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
Ability to commute/relocate:
- Birmingham B30 3HX: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you live within a 10 radius of the office (B30 3HX)
Experience:
- Administrative: 1 year (required)
Language:
Work authorisation:
- United Kingdom (required)
Work Location: In person
