Vacancy: Service and Planning Co-ordinator

Job Title: Service and Planning Co-ordinator, Customer Support Team
Reporting To: Customer Service Manager
Direct Reports: No
Salary: £27,500 per annum
Location: Wakefield, Yorkshire, and Crick, Northamptonshire

Main Purpose of the Role:

Primary function of this role is for customers to have one point of contact for service and parts within designated regional area, covering all aspects of Customer Service

The role will require the ability to deal across functions, from Field Service Engineers through to, and including, Senior Managers, decision makers and main board directors within customer organisations and our own international organisation. Decisions made in this role will have a significant impact on Hako’s professional standing.

Responsibilities & Duties:

• Promptly dealing and responding quickly to customer enquiries by telephone and email within 8 working hours. Act as secondary contact for all customers.
• Accurately processing customer orders same day if received by 3pm/ next day on SAP from various sources (parts / internal / external).
• Log all machine breakdowns within 1 hour and release/liase with the field service team.
• To effectively and efficiently answer service and break down requests from customers, considering at all times the SLA agreements in place. To allocate service / breakdown workload to the external engineers in an efficient and timely manner, considering locations and engineer travel time.
• Review and process all field service estimates within 24 hours for review and approval by the customer, actively seeking chargeable opportunities and ensuring their timely completion with engineers to achieve monthly financial targets.
• Provide customers with official quotations and follow up all opportunities in a timely manner.
• To manage the lifecycle of service contracts on a monthly basis, work with customers to advise when current contracts are expiring and ultimately encourage them to renew. Active follow up of equipment sold without service contracts.
• Optimise selling potential and develop relationships with new and existing prospects via calling, email and marketing campaigns. Cross sell and upsell where appropriate to increase parts profitability.
• To accurately process completed work through to invoice on a daily basis, and handle any customer queries relating to this invoicing in a timely manner with particular emphasis on revenue targets.
• Day to day management of outstanding orders and back orders, maintain communication with customer providing updates on extended lead times and parts delivery. Escalation of issues effecting fulfillment of orders to Line Manager.
• To deal promptly with any customer complaints acknowledging them within 8 hours of receipt or problems escalating where required.
• To assist with any triage support with customers in order to potentially minimize downtime and reduce the need for a service engineer attendance, escalate any major concerns to the Technical team or Master Techs.

Job Types: Full-time, Permanent

Pay: £27,500 per annum

Additional Pay: 

• Bonus Scheme
• Performance Bonus

Benefits:

• Additional leave
• Free flu jabs
• Health & wellbeing programme
• Life insurance
• On-site parking
• Paid volunteer time
• Private dental insurance
• Private medical insurance
• Sick pay

Schedule:

• Monday to Friday
• No weekends

Work Location: In person

Interested candidates should apply in writing to [email protected]

Hako Machines Ltd, Eldon Close, Crick, Northants, NN6 7UD

Tel: 01788 825600

Agencies need not apply. Hako Machines Ltd is an equal opportunities employer.

The above job description is not an exhaustive list of duties. The Company reserves the right to adapt, change and add to these duties, tasks and responsibilities in line with business needs.