Role: Maintenance Administrator

Reporting to: Director of Sales

Our continued success is based on our pride in our technical competence and the practice of our belief that exceeding customer expectations is our key aim. Our customer service team takes pride in showing urgency in addressing all customer feedback by listening to any technical/service issues and working towards finding a positive solution promptly. We offer a wide range of after sales products, and it is important to find the right fit for the client’s needs every time.

Background to the role

The position of Maintenance Administrator is to ensure that all customers obtain this premium service experience promise when communicating with Electro Automation. Every contact must be handled in a prompt and efficient manner in a way that gives our customers confidence that when dealing with Electro Automation their business is valued & appreciated, this is what makes us different.

Job Description

Our Maintenance Administrator embodies exceptional client service and demonstrates a broad knowledge of all our business functions within the post-sale client experience. We provide our clients with an accountable and dedicated team to deal with and respond to their post-sale queries. Collaborating with other members of the operations, sales and finance teams, the Maintenance Administrator will manage, oversee and provide ownership for assigned client queries & client experience for both internal and external queries. This role is primarily a sales and customer service function role, both are equally valued and rewarded in the salary and benefits.

Main Responsibilities

Proactively adding value to the post sale client experience by anticipating the needs and expectations of our clients, matching their requirements to a wide range of service level agreements.
Help customers with any queries they may have surrounding our service level agreements. Own client issues through to resolution, understanding how to build trust with our clients and why this is important to everything we do. Demonstrate professionalism and an empathetic service attitude in dealing with customer queries.
Maintain an up-to-date knowledge of our products, especially with regards to manufacturers recommendations on maintenance intervals, health, and safety

requirements, ensuring prolonged life of equipment & maximum benefit to the end user.

Provide clear and initiative-taking communication to the client offering options to help clients make choices that are beneficial to the client.
Responding to clients in a way that builds rapport, achieves positive engagement and delivery.
Escalation and discussion of customer care issues, as appropriate, regarding the progression and resolution of same. Maintain accountability for accurate and timely assistance to our customers.
Provide exceptional customer service experience as measured through customersurveys and internal SLA’s.
Preparing and distribution of reporting information of specific service accounts.
Oversee the customer online portals and maintain up to date information.
Other duties that may be assigned to you as required.

Qualifications for Service Coordinator

1-3 years of industry experience, sales and or a related customer service experience required.
Proficient skills in Microsoft Word and Microsoft Excel, Outlook, CRM
Excellent customer service and problem-solving skills. Demonstrate exceptional client service and communication skills, high quality organisational skills.
Ability to reflect the brand and standards of Electro Automation in all situations.
Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines, be flexible.
Detail orientated, strong processing abilities whilst remaining client focused. Create and maintain a database of clients and client needs
Strong work ethic and ability to work in a fast-paced multi-tasking environment.
A logical thinker and problem solver with the ability to seek continuous improvement.
Ability to build strong relationships internally and externally.
Act on and seek feedback from others to develop or maintain personal service skills and knowledge.
Excellent verbal and written presentation skills.