Services Coordinator

Reference : SW-ML2-2

Well established company with a national footprint has a vacancy for a Senior Coordinator with at least five years experience to join their team based in Somerset West.

Duties & Responsibilities

1. Responsible for the after-sales services function.
2. Reports to the Customer Liaison leader.
3. Establish and lead a high-performance services team measured by performance KPIs.
4. Responsible for building and maintaining team capability (both admin staff and technician skills on admin work).
5. Keep track of service tickets and recalls.
6. Implement corrective action as needed.
7. Promote teamwork within the department and cross-functionally.
8. Actively resolve issues that come up.
9. Manage subcontractors to ensure the business delivers customer needs and maintains cost targets with a healthy balance between internal Technicians, overtime, and outsourced jobs.
10. Maintain positive relationships with Asset Management Companies.
11. Responsible for national ticketing and service performance of the service team.
12. Own and personally manage one region: Ticketing, schedule technician, process paperwork and close out tickets.
13. Ensure all tickets on the in-house system are processed efficiently and accurately to close off tickets on time for month-end deadlines.
14. Prepare and sign off customer quotes as needed.
15. Monitor customer feedback regarding call outs and immediately address poor service feedback.
16. Keep management informed to avoid surprises.
17. Manage staff weekend stand-by schedule.
18. Manage, administer, and approve subcontractor documentation.
19. Ensure subcontractors comply with the company's health and safety requirements and contractual requirements.

Requirements

1. Minimum Grade 12 qualification.
2. Relevant tertiary qualification will be an advantage.
3. At least 5 years' experience in a customer-service environment.
4. Minimum of 1 year experience in a supervisory / management role.
5. Strong computer skills (MS Word, MS Excel, PowerPoint).
6. Experience in Sage Evolution will be an advantage.
7. IT knowledge and capability.
8. Able to work under pressure.
9. Deadline-driven and team player.