Job Title: - Service Coordinator

Location: - Motherwell

Responsibilities: -

The FSC Service Coordinator (SC) is responsible for the proactive planning of all incoming work order allocations received within a specific geographic territory or Customer responsibility. The SC is also responsible for ensuring that all available resources are effectively utilized and predefined service levels are consistently achieved and contractual agreements met.

The primary function of the SC is to support the activities of the Customer Engineers (CE’s) assigned within a particular geographic region or territory. The SC´s plan, prioritize, assign, and monitor all open work orders for CE’s.

Main Duties: -

Proactive planning, prioritizing, and assigning all outstanding work order tasks for CE’s, ensuring the prompt delivery of service to meet our contractual terms and conditions.
Monitoring and controlling all outstanding work orders within specific geographical areas as assigned.
Scheduling appointments with security escorts or third party service providers as required.
Identifying and escalating to the Team Leader or the Territory Manager, any situation that will cause a work order to exceed the specific contractual response or fix time.
Working with other Service Co-ordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall.
Performing predefined start and end of day processes within the FSC.
Interfacing with escalation teams or other groups as defined. Recording any requested information for Customer complaints referred by any outside source and escalate as defined.
Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handling all messages that are required to be transmitted to CE’s within the territory.
Providing a central point of communication for CE’s and handling any incoming telephone messages that may require to be transmitted to the CE’s within the territory.
Utilizing information provided by Territory Managers to maintain the current duty CE schedule, record all incidents relating to CE availability, sickness, holidays, and planned work commitments. Regularly inspecting any holiday and absence tools used by the Territory Managers.
Escalating to the Team Leader and territory Manager when available CE resource levels fall below the determined specified limit and reporting daily records regarding CE availability and workload.
Ensuring the correct and timely closure and completion of all work orders

At call closure, verifying entitlement of the correct serial number for the device being repaired, and ensuring correct bill type is included in each call to ensure that all cash and charge revenues are billed, except where automatic closure by the CE is available.

Rotating shift pattern may be required.

Education and Background :


Basic PC literacy & Keyboard proficiency.
Understanding of geographical areas and ability to utilize mapping tools for assigning work orders.
Understanding of Windows-based applications/tools.
Relationship building skills.
Excellent communication skills, verbal and written as well as listening skills.
The ability to work independently and also in co-ordination with the Team Manager