Service Coordinator

Role: Service Coordinator

Location: Brackmills, Northampton

About Rushlift Ltd

Rushlift is a leading provider of innovative customer-focused solutions in materials handling equipment, mechanical services and fleet management. Rushlift provides impartial advice to enable customers to maximise the effectiveness of their industrial equipment fleets, through either long-term hire contracts or servicing and repair arrangements.

In addition to providing all types of forklift trucks, from powered pallet trucks to wire-guided systems, Rushlift hires and maintains a wide range of industrial equipment such as sweepers, mobile plants, and lorry loader cranes.

About the role:

To ensure market leading customer service is provided to all customers through effective and efficient coordination of the Field Service Engineers. Ensuring that all Customer Service Level Agreements are met and internal Company KPI’s are achieved. Customer satisfaction must be at the heart of everything we do.

Your key responsibilities will include:

• To answer and log Customer breakdowns and defects on our operating system
• Responsible for controller and organising up to 15 engineers located in a specific area of the UK, being their main contact.
• Prioritise, allocate and distribute work to the Field Service Engineers to ensure job completion within agreed Customer Service Level Agreements and business KPI’s, ensuring all customers are communicated with from the inspection of the job to completion of the job.
• Organise service schedules for the engineers, making sure customers receive regular communication prior to the engineer attending the site.
• Liaise with the parts and quotes teams to make sure orders are on time and to confirm delivery dates.
• Overcoming common issues and learning to prioritise work based on the customer type, fault type and location of the customer.
• Manage and distribute work to sub-contractors where relevant.
• Updating engineer calendars regularly, planning ahead to make sure all service level agreements are achieved.
• Working towards a chargeable target, understanding which jobs should be prioritised in under to achieve this monthly.
• Communicating with key stake holders within the business, managing expectations and providing clear communication.

What we are looking for:

• A good knowledge of IT is essential.
• Ability to multi-task efficiently is a requirement.
• Good communication skills are essential.
• Experience of dealing with customers and providing excellent customer service is essential.
• Problem solving skills are essential and the ability to adapt quickly to suit the business

What we offer:

• Competitive Salary Package
• Commission Scheme
• Contributory Pension Scheme
• Enhanced Parental Policies
• 23 days holiday (excluding bank holidays), rising by one day with each third completed year
• Life Assurance of 2x salary
• On-site parking
• Employee Welfare Scheme – Vouchers for birthdays/weddings/children/studies/long service etc
• Employee Assistance Programme giving you access to Retail/Health/Gym discounts, confidential counselling and advice, Cycle2Work Scheme, and much more…

What Happens Next?

Once you have completed your application, our People Team will initially consider your skills and experience based on your CV and application. If suitable, our team will then contact you to advise you of the next stage.

We will ensure that all our resourcing processes are fair, transparent and consistent across the UK. We want to ensure that the candidate experience is of the highest professional standard.

Rushlift is committed to providing equality of opportunity for all employees. Furthermore, we aim to ensure our workplaces are free from discrimination and that not only employees but also our potential future employees are treated fairly and with dignity and respect. We will ensure that equality of opportunity maintains a high profile in our Organisation.

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