Engineering Support Coordinator

Recruiter
Bluefire Consulting
Location
Abingdon
Salary
£22000 per annum
Posted
20 Apr 2017
Closes
20 May 2017
Sector
Engineering
Contract Type
Permanent
Hours
Full Time
Engineering Support Coordinator
Based in Abingdon
Starting salary at £22k


The Opportunity
We are looking for a Engineering Support Coordinator to join a telecommunications company based in Abingdon, Oxford. This opportunity could suit a project coordinator, scheduling coordinator, Logistics Coordinator, Customer Support Coordinator or someone who is used to making sure Field Engineering teams have all they need to complete their jobs on the day and that customers appointments are scheduled and completed to service levels.

This position will report into the Head of Installations and Maintenance, The end client are known for developing their staff and this is a position that can lead to various promotions within the business.

The role
You will use your excellent organisational skills to schedule customer appointments and fault visits, overseeing and coordinating field activities and providing first class customer service at all times. The person will be responsible for, but not limited to, providing support to customers in the processes of installation, activation, trouble shooting and fault fixing.

Responsibilities
The Engineering Support Coordinator will be responsible for:

*Scheduling and progression of customer installation workflows
*Ensure that installation appointments are booked/actioned within service level agreement and customers are activated to enjoy the service on the scheduled day of installation.
*Scheduling and progression of fault repair contractors and staff in support of customer broadband service issues.
*Working with 3rd party contractors to communicate customer information and requirements when authorised to do so by customers.
*Generate reports to track performance.
*Administering the escalation process to ensure that cases forwarded to others for action are traced and measured and that the customer is kept informed of timescales and progress.
*Reviewing online support cases, analysing the issues raised, establishing the likely cause and responding to the customer with the solution within the service levels agreed at the time.
*Escalating further cases that fall outside the agreed service levels at any time.
*Answering incoming calls in an appropriate manner, forwarding them to the appropriate person to taking clear accurate and comprehensive messages and forwarding them to the appropriate person.
*Maintaining both the internal and external knowledge bases to ensure that they are clear, concise and up to date.
*Keeping all data on the installation management system up to date.


The Candidate
The ideal Engineering Support Coordinator will know their way around Microsoft Excel and be happy using it on a daily basis. Excellent Communication skills, both written and verbal for dealing with our end customers. Customer service is the forefront of the business, so it goes without saying that you will shine in this area. We want you to be bright and ambitious! We will use these skills to develop you into a future key player in our projects team.


The Package
Paying £22k
Based in Abingdon
25 days holidays + bank holidays

The Agency
Bluefire Consulting Ltd are a recruitment agency working on behalf of our client.

Your application will be reviewed by the consultants of Bluefire Consulting Ltd.

We receive a high volume of applications for every role advertised and regularly receive applications from candidates who exceed the job credentials.

We will only contact you within the next 14 days if you have been shortlisted for interview for this particular role and you meet the end client requirements.

Please consider yourself unsuccessful if you have not heard from us within 14days.

Kind Regards,
Stephen