Service and Maintenance Advisor

Job description

Service & Maintenance Advisor - Kent

Competitive Salary - Depending on Experience

Full-Time | Permanent

Monday to Friday

Customer Service. Service Coordination. Engineer Support.

Pearson Whiffin Recruitment are currently recruiting for a Service & Maintenance Advisor to join a busy and growing service and maintenance team based in Kent.

This is a great opportunity for someone with strong customer service, administration or service coordination experience who enjoys managing multiple jobs, liaising with customers and engineers, and seeing tasks through from initial enquiry to final resolution.

You’ll act as a key link between customers, engineers, manufacturers and internal teams, ensuring service and maintenance enquiries are logged accurately, scheduled efficiently and proactively progressed through to completion.

Experience within solar, renewable energy, electrical, construction or building services would be advantageous, although full technical knowledge is not essential.

The Role

Working as part of the Service & Maintenance team, you’ll be responsible for managing customer enquiries relating to servicing, maintenance, faults and remedial works.

Responsibilities will include:

• Acting as the main point of contact for customers requiring service, maintenance, fault-finding or remedial works

• Responding to customer enquiries by telephone and email in a professional and timely manner

• Establishing the nature of customer faults or requirements and determining the appropriate next steps

• Providing customers with clear updates throughout the service process

• Managing customer expectations regarding appointments, investigations, repairs and timescales

• Arranging customer appointments and coordinating site access requirements

• Logging and managing service and maintenance jobs accurately within internal systems

• Reviewing previous installation and service records to understand individual customer systems and history

• Coordinating engineer attendance and ensuring engineers have all relevant information before attending site

• Monitoring outstanding jobs and proactively progressing actions through to completion

• Following up outstanding parts, information, customer responses and engineer actions

• Arranging return visits and remedial works where required

• Reviewing engineer reports and ensuring all follow-up actions are completed

• Ensuring jobs are fully progressed and closed rather than simply arranging the initial engineer visit

• Liaising with manufacturers regarding technical support, warranties and replacement parts

• Maintaining accurate customer, job and service records

• Uploading and maintaining photographs, engineer reports and relevant job documentation

• Preparing and issuing quotations for chargeable service, maintenance and remedial works

• Following up outstanding quotations and customer approvals

• Supporting the invoicing process for completed works

• Ensuring completed jobs are correctly closed down on internal systems

• Maintaining accurate records relating to warranty claims and manufacturer correspondence

What We're Looking For

• Previous experience within customer service, service coordination, administration, scheduling or a similar role

• Excellent organisational and communication skills

• Confident communicating with customers by telephone and email

• Strong customer service skills with a professional and calm approach

• Ability to manage multiple jobs, customers and priorities simultaneously

• Strong attention to detail and accurate record keeping

• Proactive approach with the ability to take ownership of tasks

• Comfortable following jobs and actions through from initial enquiry to completion

• Ability to prioritise workload effectively within a busy environment

• Confident handling customer complaints or challenging conversations

• Good computer skills and confidence learning new systems

• Strong problem-solving skills and ability to use initiative

• Comfortable working closely with engineers, internal teams and external suppliers

Systems Experience

Experience using the following would be highly advantageous:

• CRM systems

• Job management or service management systems

• Engineer scheduling systems

• Microsoft Office, including Excel and Outlook

• Customer databases

• Quotation and invoicing systems

Desirable Experience

Previous experience within any of the following would be advantageous:

• Solar PV

• Battery storage systems

• Renewable energy

• Electrical services

• Construction

• Building services

• Engineering or technical service environments

• Coordinating engineers or field-based teams

• Manufacturer warranties and technical support

• Service, maintenance or aftersales departments

Technical knowledge of solar PV and battery storage systems would be beneficial, although this is predominantly a customer service and coordination position, with technical work completed by qualified engineers.

What's On Offer

• Competitive salary depending on experience

• Full-time, permanent position

• Monday to Friday working hours

• Varied role combining customer service, coordination and administration

• Opportunity to join a growing and developing industry

• Exposure to the renewable energy and technical services sector

• Opportunity to develop knowledge of solar PV and battery systems

• Supportive and collaborative working environment

• Long-term career development opportunities

If you're an organised, customer-focused individual who enjoys coordinating jobs, solving problems and making sure things get done, apply today!

Please note, due to the expected high volume of applicants, only suitable candidates will be contacted.

Reference 225685714