Resource Coordinator - £25,000 to £30,000 - Egham

Ref: 37 Date Posted: Thursday 11 Jul 2024

Resource Coordinator - Egham - £25,000 to £30,000

You will be working for a leading technology company who have been going through are sustained period of growth.

The role is responsible for managing the Field Service Engineers (FSE’s) resource diary.

Due to the nature of the Support Services business many of these areas are subject to SLA’s, key performance indicators and balanced scorecard assessments. Developing and sustaining excellent customer relations whilst ensuring the commercial impact of accounts are upheld, are primary objectives of the role.

Key Responsibilities

  • Dispatch and control efficient schedules for all engineers in reference to PMV’s, reactive and scheduled call outs and quoted works.
  • Checking system as your first job to ensure all engineers are logged in to resource management and on target
  • Liaising/chasing engineers throughout the day regarding SLA’s
  • Working alongside the engineers to make sure all relevant RAM’s, permits, change requests are sent to customers / third parties
  • Updating CRM portal with eta’s where applicable
  • Central point of contact between Helpdesk and Service Engineers
  • Ensuring performance targets are achieved and SLA’s are met, and the service team continues to improve and develop
  • Help support and manage Engineer Holiday/absence requests
  • Liaising between internal departments to resolve any customer issues
  • Assist to identify and resolve all issues in normal operations and manage all communication for all schedule disruption
  • Dispatch and control efficient schedules for all engineers in reference to PMV’s, reactive and scheduled call outs and quoted works.
  • Checking system as your first job to ensure all engineers are logged in to resource management and on target
  • Liaising/chasing engineers throughout the day regarding SLA’s
  • Working alongside the engineers to make sure all relevant RAM’s, permits, change requests are sent to customers / third parties
  • Central point of contact between Helpdesk and Service Engineers
  • Assist with retrieving engineer Service Reports
  • Ensuring performance targets are achieved and SLA’s are met, and the service team continues to improve and develop
  • Help support and manage Engineer Holiday/absence requests
  • Liaising between internal departments to resolve any customer issues
  • Assist to identify and resolve all issues in normal operations and manage all communication for all schedule disruption
  • Ensure all procedures are followed, along with monitoring the engineer’s response to service calls received during the course of their duties

Desirable Skills

  • Experience of incident based ticketing systems
  • Working closely with the Customer Service Manager to develop process and best practice.
  • Experience of CRM systems, (desirable to be Microsoft Dynamics)
  • Experience of SAP (desirable)
  • Experience of working in an AV / VC technology arena
  • Previous Customer Service experience