The Role
- To proactively promote the company’s services and to control service requests from customers professionally and quickly in order to meet customers’ expectations
- To manage the day to day work load, ensuring that all work is carried out quickly and accurately, escalating as necessary
- To ensure that customers and other parties e.g. Ships agents and engineers are kept actively and fully informed regarding all service interventions and follow ups
- To ensure administrative support and back up to Service Director and other areas as required, maintaining commercial control
Key Tasks
- To liaise with the Service Engineering Director to ensure that all service and sales related follow up is undertaken promptly and provides first class customer service
- To administer quotes, service requests, purchase orders and invoices for service accurately and quickly, chasing third parties where necessary
- To arrange service visits by in house engineers and third party engineers, providing spares as appropriate, and liaising with all parties, in order to provide an effective service support in line with our strategy and in accordance with warranty and product maintenance commitments
- To compile and issue invoices to clients and ensure correct uploading into finance system
- To have commercial awareness of the market place and customers’ account activity and needs for products and services
- To support the Service director in proactively supporting existing (and potential) key service clients in order to develop and grow relationships and thus maximum sales revenues
- To manage the day to day implementation and housekeeping of the company’s ISO 9001 policy and other standards if required
- To understand the scope and potential of customer needs for the company’s products and services and to assist with service related quotations
- To receive service reports, review and recommend appropriate follow up and / or pass to Technical manager / Service director where there is a sales opportunity
- To proactively instigate improvements
- Any other appropriate tasks as delegated by management
Dimensions
Responsible for administering service calls/supplier Purchase Orders with a value of up to £100K (within authority limits)
Supervision
Control of own day to day routine activities whilst escalating issues if necessary
Assignment and Review of Work
Work assigned on a day to day basis resulting from:
- Customer enquiries
- Requests from Technical manager / Service
Decision Making
- As authorised for quotations/purchase requests
- Proactive approach to service requests required with ability to be able to prioritise and expedite where necessary
- Follow up of service reports and disseminating information as appropriate to Account Managers
- Accurate control and invoicing of service jobs
Judgement
- Understanding the wider impact of decisions made
- Good Commercial Skills and analysis of customer requirements
- Expected to exercise high level of judgement to avoid unnecessary delays and escalation to management on a timely basis
Contact With Others
- All departments within Group, Customers, Suppliers
- Contacts with Government and Regulatory bodies via Technical & Regulatory Services Engineer
Note this job will entail liaising with US and other international customers and as a result could entail regular working outside of ‘normal working hours’.
Experience/Skills/Qualifications
- Possess a keen Customer Focus and commercial awareness
- Ability to work on own initiative and unsupervised and to delegate and multi- task
- Ability to drive through difficult issues to completion and to pre-empt problems arising
- Strong Customer Relationship skills by phone, email and face to face essential
Most Difficult Part of Job
- Managing people and ensuring adequate training is in place so that cover is provided for all products
- Determining daily priorities in a fast paced environment where customer demand varies constantly
- Keeping up to date with product knowledge, technical and regulatory changes
- Must be a person willing to work flexible hours to ensure urgent service jobs are managed and delivered on time