Service Administrator

Job Summary

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

Duties and responsibilities

• 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
• Helps to create an environment where everyone in the team can live the Survitec Values
• Contributes positively to creating an inclusive environment where our people feel valued, appreciated and free to be who they are at work
• Understands, upholds and contributes to creating a safety-first culture within Survitec. Ensures a safe and environmentally healthy working environment
• Develops own capabilities through participating in assessment and development planning activities as well as formal and informal training and coaching. Develops and maintains an understanding of relevant technology, external regulation and industry best practices

Skills :

• Holds self and others accountable to meet commitments
• Builds strong customer relationships and delivers customer-centric solutions
• Develops and delivers communications that convey a clear understanding of the unique needs of different audiences
• Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
• Makes good and timely decisions that keep the organization moving forward
• Plans and prioritises work to meet commitments aligned with Survitec goals
• Consistently achieves results, even under tough circumstances
• Knows the most effective and efficient processes to get things done, with a focus on continuous improvement
• Rebounds from setbacks and adversity when facing difficult situations
• Relates openly and comfortably with diverse groups of people
• Works collaboratively with others to meet shared objectives

Values

Drives safety culture

• Is a reliable source of reference on relevant safety standards and where these standards are at risk. Provides important insight into the root cause and corrective actions for such