Senior Engineering Planner

Senior Engineering Planner

Position Overview

The Service Manager is responsible for supporting the service team, coordinating schedules, managing reporting, and ensuring that processes are followed for effective customer service. This role involves regular communication with customers, suppliers, and internal teams to manage service-related tasks efficiently within the automotive industry.

Key Duties and Responsibilities

Service Coordination

• Work with the Service Office Manager to develop and implement strategies for service improvement.
• Handle support calls from customers and service team members, demonstrating knowledge of the company's products or services.
• Collaborate with the Field Service Manager to schedule service team members efficiently.
• Ensure timely escalation of issues within the organisation and liaise with suppliers as needed.
• Review and act on service reports, ensuring they are completed and processed promptly.
• Manage the return of parts and handle warranty claims as necessary.

Customer Experience

• Manage and strengthen customer relationships, aiming to improve customer satisfaction at every opportunity.
• Prepare necessary documentation, such as Risk Assessments, when required.
• Provide technical support, including processing customer orders and coordinating with suppliers to resolve issues.
• Work with the sales department to ensure a high level of customer service.

Team Management

• Foster a culture of accountability and ownership within the service team.
• Support new team members during their on boarding process.
• Review service documentation for accuracy and completeness, ensuring timely submission.
• Communicate work schedules and updates effectively with team members and customers.

Skills & Experience

Essential Requirements

• Strong organisational skills with the ability to prioritise and manage multiple tasks.
• Basic technical understanding of the company's products or services.
• Customer-focused approach with a commitment to service excellence.
• Ability to work collaboratively and support team objectives.
• Problem-solving skills and the ability to make decisions under pressure.

Desirable Qualifications/Skills

• Prior experience in a technical background is benefical

Core Values

• Positive Attitude: Maintain a professional demeanour, representing the company's values.
• Ownership: Take responsibility for tasks and issues, ensuring timely resolution and communication.
• Collaboration: Work effectively with team members and other departments to achieve shared goals.

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