Service Administrator

at  Survitec Group Limited

YOUR NEW ROLE

Our Service Administrators are dedicated to delivering excellence in all safety servicing activity for the full range of Survitec safety solutions, through the relentless pursuit of improvement to process, systems, data, standardisation of work and continuous improvement practices.
This role receives, processes and plans the delivery of customer orders, using knowledge of product and technician availability, and the technical requirements for service delivery across a range of Survitec safety solutions. It plans and coordinates technician time, parts and other physical resources effectively and according to standard service delivery processes. It provides customers with timely information on progress and ensures accurate and timely billing of all works carried out.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES:

• Records and processes customer orders, including custom and special orders that may require additional resources for delivery; tracks delivery of servicing activity, ensuring appropriate authorisations for additional work and accurate billing
• Makes calls (by telephone or other channel) to allocated customers to develop new and deepen existing relationships. Acts as a key point of contact for resolving customer queries / complaints about work in progress
• Quotes for local business as needed, ensuring standard pricing and terms are applied in each case
• Issues certificates promptly and ensures all associated systems are updated accurately, to support proactive notifications for next year’s servicing business
• Responds to and resolves complex or advanced issue escalations promptly and appropriately, securing managerial approvals as required; works with Finance colleagues to address any credit or billing issues swiftly to enable on time collection of funds
• Provides exceptional service to customers to encourage continued use of Survitec’s products and services
• Develops knowledge and understanding of Survitec policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtains authorisation from a supervisor or manager for any exceptions from mandatory procedure
• Plans and coordinates technicians to deliver servicing installation, maintenance and repair activity to quality and safety standards, standard work routines and appropriate to the level of qualification of each technician
• Communicates the service delivery plan effectively, ensuring that the plan reflects the resources available (both people and supplies). Actively seeks opportunity to drive controlled continuous improvement of the planning process
• Works with stores colleagues or monitors stock levels directly to ensure all scheduled work can be delivered; assists in stock take activity
• Represents Survitec professionally during customer interactions and uses extensive product knowledge to understand and answer technical questions regarding service requirements
• Develops knowledge and understanding of Survitec policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtains authorisation from a supervisor or manager for any exceptions from mandatory procedure
• Follows Survitec Health, Safety and Environment policies, procedures and mandatory instructions; identifies and mitigates risks to safeguard the environment and the wellbeing of self and others