Service Administrator

ROLE :

This is a fast paced role, supporting the Service Manager and our team of engineers, scheduling both planned and reactive visits, invoicing, day-to-day administrative tasks associated with the engineering team and much more. Excellent communication is a must have along with a calm, proactive, can-do attitude, seeing tasks through to completion.

RESPONSIBILITIES :

• Customer Calls - Reacting to client ‘call out’ requests. Log these onto the Service Administration software package (Alarm Master), ensure these calls are closed off accurately & efficiently with all relevant dates and times correctly received from engineers and recorded. Action any remedial or follow up visits and deal with any equipment requirements. Make sure that clients have copies of the service reports.
• Client Reports - Monthly Alarm master client reports, tasks include exporting the callout data from alarm master to create corrective call lists per month and applying this data from pivot tables creating line and bar charts using pivotable tools in excel and adding these charts to Power Point.
• Contract List - Engineers to have the latest contract list. 4-hour response clients to be clearly indicated with CS numbers where there is a Policed response active
• PPM List - Scheduled PPM visits for at least six months ahead at any time and have these distributed to the regional teams. Please note PPMs are generally coordinated by one admin team member, however in her absence you may be called upon to provide support.
• NACOSS / Regulations - Monthly reports to be printed, saved, and actioned. IDS systems false alarm rate report, response to Policed alarm systems, PPM reports. Keep abreast of the latest regulations.
• Other Reports - Weekly report of invoicing status, number of calls attended, Invoicing.
• Chargeable Calls - Check all these types of call outs are being invoiced and chased where applicable.
• Invoicing - Maintain a real time list of the current invoicing, including credits issued. Invoice or Pro-Forma at least one month ahead of any renewals. Monitor incoming payments and react accordingly. Please note invoicing is generally carried out by one service administrator, however we would expect that you can conduct this task as a supporting role should we require it at any time.
• Contract renewals - Reported from the database, sent out well in advance and chased nearer the renewal date. Perform checks to ensure that the database is accurate whilst resolving and actioning renewals.
• New Projects - Add new installations and clients to the database. Confirm contract type provided. Offer contract if not sold originally. Arrange visits where required to survey new sites with installation teams if appropriate.
• Vehicle Stock - List standard recommended stock to be held at any time. Chase returns for repair or replacement from engineers. Provide mechanism to engineers to add or reduce their stock holding depending upon their client base, area, or historical usage. Keep spare vehicles adequately stocked.
• Planning – Attend weekly calls to interface with installation teams.
• Training - Booking and coordination of any engineer training requirements ensuring any training certificates / records are recorded and saved in the correct location.
• Call Out Rota - Maintain the call out rota with effective cover for each area, together with an escalation process including other team members, more senior engineers, and the technical team. Resolve and agree the Christmas rota by end of October latest. Ensure that other holiday periods are covered adequately.
• Quotes - From either reactive calls or PPM visits, or from client requests, follow up to provide quotes or facilitate that quotes are sent out for remedial works, recommendations, or requests. Generally small quotes for service orientated works via the service team. Larger or installation works via the Sales or Project teams. Log these quotes centrally to enable real time reporting and visibility of status.
• Data Protection - Comply with all company GDPR and ISO27001 procedures and obligations and ensure that those reporting to you do the same.

Requirements

Benefits