Service Operations Co-ordinator

SERVICE OPERATIONS CO-ORDINATOR

We are looking for an experienced Service Operations Co-Ordinator to work within our field service team. The field service team offer hardware support to our customers 13 hours a day, 7 days a week. The equipment supported varies from payment terminals to EPOS and Head Office Solutions in the forecourt, retail, and convenience sectors. 

The Service Operations Co-Ordinators are responsible for coordinating the work load and scheduling of HTECs field based engineers and ensuring the engineers administration is kept up to date. As the role will involve working closely with the support desk, the role will be house directly within the service desk environment, so allow close communication with the technical support staff. 

The Service Operations Co-Ordinators currently work 12-hour shifts, 4 days on and then 4 days off, covering hours between 7am -8pm. Shift patterns may change as dictated by the needs of the business.  

Hybrid working available – Head office and remote locations 

Responsibilities

As a Service Operations Co-Ordinator, you will be;  

• Allocate all tickets passed to Service Operations by the technical support staff.   
• Coordination of all engineers so their work schedules are such that SLA can be met.   
• Liaising with engineers to ensure jobs have been received and SLA’s can be achieved.   
• Assisting engineers with support when on sites.   
• Checking allocation closures as they arrive to ensure all relevant information has been included, and if correct closing the call on the Metro system.   
• Reallocating work as required due to changing workloads as the working day dictates, and ensuring engineers are aware of the change.   
• Coordination of overall SLA and reporting to the Field Service Manager any calls that are likely to fail SLA.   
• Scheduling installation calls with the Project Installation Team, and creating the relevant calls on the Metro system, and updating the Service calendar   
• Engineer administration, (checking fuel forms and recording)   
• Assisting with the Service Desk as and when required, especially in periods of outages 

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED  

To be considered for this role, you’ll need:  
  

• Competent with Microsoft tools  
• Excellent communications skills   
• Ability to work under pressure   
• Ability to work as an individual but also as part of a team   

• PERSONAL QUALITIES  
• Desire to succeed and deliver exceptional output   
• Self-starter