As a pivotal member of our service team, you will be the central point of contact between customers, service technicians, contractors, suppliers and our internal technical support team.
Key Responsibilities
Service Coordination & Communication
Handle all incoming service requests and accurately enter them into our service request tracking system to ensure timely response to customer inquiries.
Coordinate communication with field service staff regarding job scheduling, service timings, technical issues, spare parts requirements, deliveries and supplier information.
Work closely with our in-house technical support team to resolve all customer enquiries promptly and efficiently.
Administration, Quotes & Invoicing
Prepare and issue quotes and invoices for service charges, ensuring that all service invoices are accompanied by detailed service reports.
Raise technical support invoices and contractor purchase orders as required.
Review and check contractor invoices prior to approval to maintain financial accuracy and transparency.
Service Performance & Contractor Management
Maintain agreed service KPIs, including timely response to machine breakdowns, to ensure optimal service delivery.
Coordinate annual contractor training days to enhance knowledge and skills of our contractors.
Arrange tools and training for new technicians to ensure they have the necessary equipment and expertise to perform their duties effectively.
Track contractor spare parts inventory and tool set allocations to optimize resource utilization.
Customer Engagement & Preventative Maintenance (PM) Programs
Engage with new machine clients to promote and sign up for preventative maintenance proposals and programs.
Prepare and present preventative maintenance proposals for existing clients to encourage ongoing participation.
Proactively contact machine users to monitor machine hours and arrange services at scheduled intervals to prevent breakdowns and minimize downtime.
Oversee existing preventative maintenance contracts to ensure compliance with service requirements and deliver exceptional results.
About You
Able to communicate effectively with customers, technicians, contractors, suppliers and internal teams to achieve outstanding service delivery.
Organized with excellent attention to detail and able to prioritize tasks effectively to meet deadlines.
Able to work in a fast-paced environment with competing priorities and maintain a high level of productivity.
Experience in machinery, industrial equipment or technical service environments is an asset.
Proficient in service tracking systems and general office software.
About Us
We specialize in supplying, installing, training and supporting CNC machines for B2B clients across various industries.
Our reputation for delivering exceptional back-up and support has earned us a loyal client base.
Our team is enthusiastic and confident in standing behind the quality products and equipment we offer.
We're looking for a motivated individual who shares our passion for delivering outstanding service and results.