Introduction
As a leading provider of connected car and telematics solutions, we provide data-driven insights to help businesses optimise operations and reduce costs. Our Mission Critical Software as a Service platform empowers clients in the Contract Hire and Emergency Services sectors with mission-critical data to streamline their Fleet Management.
To support our strategic growth plans, we’re establishing a new customer-focused service model by introducing our own field technicians. The role of the Field Service Controller will play a vital part in ensuring exceptional customer satisfaction by coordinating our internal senior Mobile Technicians and national subcontractors to ensure service continuity and a fix first time approach for any bookings. The ideal candidate will possess strong organisational skills and be adept at using technology to streamline processes and improve efficiency.
Purpose:
* To efficiently schedule field technicians and subcontractors for planned telematics installations, warranty repairs, and project updates.
* To provide exceptional customer service and ensure timely resolution of service requests.
* To manage the field technician diary, job cards, and required stock inventory.
Key Responsibilities:
Scheduling:
* Coordinate internal technician bookings and manage their diaries.
* Determine when to outsource to third-party suppliers for cost-effective mobilisation.
* Proactively reach out to customers with service call updates.
* Collaborate with technical support to mobilise technicians as needed.
* Prepare and submit field technician reports to customers.
Customer Service:
* Serve as the primary point of contact for customer booking inquiries and service requests.
* Support the Head Office Customer Service team with service ticket triage and management.
* Ensure timely communication with customers regarding service status and updates.
Stock Management:
* Manage outbound stock and recovery processes.
* Follow up on parts queries, dispatches, and returns.
Administration:
* Use company software to book, record, manage, and track job completion to invoicing.
* Monitor active field jobs and projects to ensure timely completion and escalation.
* Assist in developing and maintaining administrative procedures and systems.
Relationship Building:
* Communicate effectively with customers to maintain strong relationships.
* Utilise resources and facilities efficiently to provide timely service.
* Collaborate with team members and external partners to achieve goals.
Skills and Qualifications:
* Strong organisational and time management skills.
* Excellent customer service and communication abilities.
* Proficiency in scheduling and planning software.
* Ability to work independently and as part of a team.
* Attention to detail and accuracy.
This role is essential for maintaining the effectiveness of our field operations while providing support to our dedicated teams. If you are an organised individual with strong administrative capabilities, we encourage you to apply for this exciting opportunity as a Field Coordinator.
Job Type: Full-time
Pay: £25,896.00-£27,440.00 per year
Additional pay:
* Yearly bonus
Benefits:
* Company pension
* Private dental insurance
* Private medical insurance
Schedule:
* Monday to Friday
Application question(s):
* You must be willing to undergo Non Police Personnel Vetting Checks (NPPV).
Experience:
* Administrative: 2 years (preferred)
Work Location: In person
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