Service Coordinator

The Service Department Coordinator is responsible for the day\-to\-day coordination of service activities within the refrigeration and HVAC division. The role ensures customer service requests are managed effectively, engineers are scheduled efficiently, and service documentation is completed accurately to support a high level of customer satisfaction and operational performance.

Key Responsibilities

Customer Service

• Receive and manage incoming service calls, emails, and maintenance requests.


• Prioritise breakdowns and emergency call\-outs.


• Communicate effectively with customers regarding attendance times and job updates.


• Maintain strong relationships with customers and ensure a professional service experience.

• Plan and coordinate daily workloads for service engineers.


• Allocate service calls based on engineer location, skill sets, and availability.


• Monitor engineer schedules and adjust resources as required.


• Ensure urgent breakdowns are responded to promptly.

• Create and manage service jobs within the company CRM or service management system.


• Issue work orders and job information to engineers.


• Review engineer worksheets and service reports for completeness.


• Ensure all completed jobs are closed out accurately and efficiently.

• Raise quotations for repair works identified during service visits.


• Follow up quotations with customers.


• Track quotation status and report on conversion rates.

• Schedule planned preventative maintenance (PPM) visits.


• Ensure maintenance contracts are delivered in accordance with agreed schedules.


• Monitor contract performance and customer requirements.

• Liaise with suppliers regarding spare parts availability.


• Track parts orders and delivery dates.


• Coordinate parts requirements with engineers and customers.

• Maintain accurate service records and customer asset information.


• Ensure documentation is filed correctly and available for audit purposes.


• Assist with F\-Gas compliance documentation where applicable.


• Support health and safety procedures within the service department.

• Produce weekly and monthly service performance reports.


• Monitor outstanding jobs, quotations, and maintenance schedules.


• Provide updates to management on department performance and customer issues.

Essential

• Previous experience in a service coordination, scheduling, or administrative role.


• Strong organisational and planning skills.


• Excellent customer service and communication skills.


• Proficient in Microsoft Office (Outlook, Excel, Word).


• Ability to work under pressure and manage multiple priorities.


• Strong attention to detail.

• Experience within Refrigeration, HVAC, Facilities Management, Mechanical Services, or Building Services.


• Experience using ServiceM8, OnePageCRM, Bright/Surf, or similar service management software.


• Understanding of maintenance contracts and reactive service operations.


• Knowledge of F\-Gas regulations and refrigeration systems.

• Highly organised.


• Customer\-focused.


• Positive and professional manner.


• Strong problem\-solving ability.


• Ability to work independently and as part of a team.


• Flexible and adaptable to changing priorities.

• Engineer utilisation rate.


• Response time to service calls.


• Job completion rates.


• Customer satisfaction levels.


• Quotation follow\-up and conversion rates.


• Service job invoicing completion time.


• Planned maintenance completion percentage.

Benefits:

• Bike to work scheme


• Company events


• Employee assistance program


• On\-site parking

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