Role Purpose

Provide comprehensive administrative support for engineers, dispatchers, and customers, ensuring exceptional service delivery. Manage and prioritise service activities in SAP, meeting KPIs and customer expectations efficiently.

As part of the apprenticeship, you will undertake a Level 3 Qualification in Customer Service, gaining valuable skills and knowledge to support your career development.

Key Responsibilities

Administrative Duties:

• Process and manage subcontract orders, invoicing, and warranty claims.
• Prepare SAP quotations for external repairs and handle credit/debit notes.
• Raise purchase orders, monitor supplier performance, and ensure timely follow-ups.

Customer Service:

• Handle customer calls and requests efficiently, adhering to agreed processes and SLAs.
• Build positive relationships with customers, engineers, and colleagues.
• Process and follow up on service reports, invoices, and quotations.
• Resolve and escalate invoice queries as needed.

Operations Support:

• Plan maintenance and allocate engineering resources effectively.
• Monitor logistics systems, escalating issues as required.
• Process and validate engineers' timesheets and performance metrics.
• Participate in regular team meetings to ensure service alignment.

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Person Specification

Required Skills & Competencies:

• Strong organisational and multitasking abilities.
• Proficient in Microsoft Excel, Word, and IT systems (intermediate level).
• Knowledge of SAP (preferred) and call centre environments.
• Adaptable, detail-orientated, and customer-focused.
• Effective in planning, decision-making, and problem-solving.