Customer Service Coordinator

Sanderson Recruitment Ireland

Dublin

Customer Service Coordinator. You will manage the day-to-day productivity & work load planning of a team of engineering personnel within an area. You must ensure logged fault calls are resolved in line with our contractual commitments & in the most cost effective & efficient manner. Key Responsibilities. Manage overall workload of territory, maximising service performance, based on spare part recommendations, the location & availability of these part/s, engineer location/availability/skill level, courier costs, call priority level & availability of third party resource (if applicable. Schedule engineering personnel to attend 'on site' fault calls in the most cost effective & efficient manner to meet our service level performance targets & contractual commitments. Proactively monitor performance levels (e.g. achievement of contractual commitments, engineering productivity, work of third party companies, availability of spare parts, etc) & take remedial action or escalate to ensure high levels of achievement. Liaise with third party suppliers, where external resource is required to complete calls. To monitor third party performance & take remedial action or escalate to ensure high levels of achievement. Provide input to the service management team on resource availability, utilisation, performance & productivity. Plan the quantity of resource required on a daily basis to meet the activity level in territory. To work with the service management teams to ensure resource availability in line with this plan. Provide accurate call details to engineering personnel & third party suppliers to ensure a high 'first time' fix rate. Make recommendations on potential improvements to working practices & performance. Update the call management system accurately & efficiently to record call history, actions taken & resolution. Monitor the safety of engineering personnel (e.g. working hours, driving time, etc. Assist with the resolution of any specific service delivery issues, through route cause analysis of service failures & participating in the design & implementation of specific 'get well' plans. Provide cover during periods of work load peak, holidays or unscheduled absences for colleagues. Training support will be provided to get up and running. Please apply via this advert and then we can discuss. This job originally appeared on RecruitIreland.com.

2165 days ago