· Allocate engineers effectively, including reassigning or creating additional visits where required.
· Manage daily work scheduling and cover additional areas during holidays.
· Update and maintain spreadsheets, back-office call records, and service-related data.
· Answer incoming calls from customers and engineers, handling enquiries from both engineers and the service sales team.
· Assist customers with queries or escalations, arrange access equipment, and provide updates on quotations, SLA tracking, and service progress.
· Engage with customers to obtain feedback on service quality and delivery.
· Process completed jobs, including invoicing and purchasing activities.
· Communicate with factories to obtain delivery information and consult with other internal departments as needed.