Service Desk Administrator - Full Time

We are currently seeking an experienced Service Desk Administrator to work within the Service Admin team. You will assist in all service related administration, supporting the service function to ensure products and services meet customer requirements and all internal and external related administration and communications are optimised. You will join a growing team at our head office, based at Rotherwas, Hereford., Efficiently manage customer service call requests, recording then assigning to the relevant Service Contractor. Specific areas of administrative responsibility; ServiceMax Go service software app, SAP, Excel spreadsheets and other general administrative duties in a busy Service Department where attention to detail is key.

To carry out the following:

• Responsible for answering incoming service calls received by phone, email and website, in a pleasant and efficient manner, allocating calls where necessary to the relevant Service Contractor after accurately recording the details in ServiceMax Go service system. Ensure out of hours and weekend answering service messages are dealt with quickly & correctly.
• To efficiently manage the information held within ServiceMax Go to ensure correct operation of the Service Department. Where required to raise & issue repair quotations promptly to avoid the least amount of downtime on equipment. If and when required to take credit card payments to secure service call bookings.
• To ensure that the needs of National & Key Account customers are dealt with as these are client specific regarding call logging, monitoring and invoicing procedures.
• To work flexibly within the team in order to ensure that the service admin function maintains an excellent support to the Service Department and business as a whole.
• To liaise closely with Service Contractors and Service Support Managers to ensure customer service levels are maintained (e.g. ensuring service calls are dealt with in a timely fashion, updating customers with service call progress etc.)
• To liaise closely with internal departments: Parts - to ensure correct and efficient supply of spare parts are issued to contractors for related works. Accounts - to ensure service calls are validated promptly & accurately following completion so that the service costs can be processed for invoicing on a daily basis and to assist with resolution of service invoice queries. Sales - to provide equipment service history when requested and assist with arranging equipment installations.
• To assist with the control, distribution and administration of service packages & maintenance agreements, ensuring that annual planned service visits are booked within the required timeframes.
• General secretarial/office duties for the Service Management team, answering calls in a pleasant and efficient manner and to project a professional and friendly image to customers, suppliers and visitors. In times of holiday or sickness absence, following proper training, may be required to cover basic duties of other administrative roles within other departments.

Do you have experience in Administrative experience?, Personable and friendly

Good team player

Able to work under pressure and to deadlines

Well-organised, able to multitask

Good interpersonal skills

Efficient and friendly telephone manner

Confident and able to adapt to a wide range of people and situations

Enthusiasm and self-motivation

Customer focused

Computer literate with Microsoft Office Skills and able to learn new technologies

Job Type: Full-time, * Service & Customer Support Occupations: 1 year (preferred)

• Administrative: 1 year (preferred)

• Casual dress
• On-site parking
• 22 days annual leave (reaching up to 25 days dependent on period of continuous years service)

Schedule:

• Monday to Friday

Supplemental pay types:

• Up to 5% bonus scheme

Carpigiani UK are a subsidiary of the world leading food service equipment company, Ali Group. Supplying and supporting specialist Ice Cream, and Bakery equipment across all Food service sectors (QSR, Leisure, Casual Dining, Fine Dining. Hotels etc.) within the UK. Our HQ is based in Hereford (where our main office and warehouse is located), and further locations in London and Glasgow. We are a small team of circa 30 people (+ 45 subcontracted Engineers), though with the presence of an internationally renowned brand. We are proud to have a large percentage of long servers within our workforce, with opportunity for progression proven for the right candidates.