Overview:

Wright Health Group is a leading distributor of dental materials and equipment with companies in the UK, South Africa, Hungary, and the USA. The Group has expanded significantly in the last 5 years and continues to implement ambitious growth plans across all its markets. We are currently seeking reliable and focused individual to join our team as Service Coordinator, based at our Head Office in Dundee.

Job Purpose:

As a Service Coordinator for our Technical and Service Team, you will be responsible for ensuring all break down, maintenance and service call outs received via our Service Contact Centre are managed through to resolution for Equipment and Service customers across the UK.

You will receive incoming calls and enquiries in relation to technical issues, parts orders and technician call-outs. You must deal with all calls efficiently to minimise call waiting times and avoid abandoned calls. You will ensure customers are kept up to date on the progress of their call out requests, incident reports and contract service requests and if necessary you will escalate issues to Regional Technical Supervisors, Administration Team Leaders, or, the Head of Technical and Service.

Our Service Department is a rapidly changing environment where you will be required to adapt quickly, problem solve and coordinate appropriate responses, working collectively with colleagues and suppliers toward consistently achieving the departments revenue and service targets.

Key Responsibilities:

Demonstrate an ability to learn basic technical knowledge and have an interest and desire to learn about dental equipment and technical information.
Deal with all calls efficiently to minimise call waiting times and avoid abandoned calls.
Assist customers with enquiries in relation to technical issues, parts orders and technician call-outs.
Use active listening, and utilise diagnostics skills by appropriate questioning, to ensure that the full customer requirement is understood and expedited.
Effectively manage and deploy a team of Dental Field Service Technicians within your allocated region; manage engineer diaries and schedule call outs with the assistance of Engineers, Regional Supervisors and Head of Technical and Services where appropriate.
Maintain and improve customer service levels through on-time communication, delivery of service documentation, certification and spare parts to both customers and field staff, via:
replacement parts, requisitioning stock, booking in and transferring goods, scheduling engineer time and invoicing job sheets.
Liaising with Credit Control and Customers in relation to queries on payments/accounts
Work within the Company’s policies and procedures at all times, maintaining compliance to internal processes as well as regulatory and contractual compliance.
Demonstrate good team working and support other areas of the business as and when required.
Maintain a database of customer records with the most up to date and accurate information.
Meets or exceeds the team’s KPIs for time logged in to the call centre, calls presented, calls answered and time in not ready etc.

Other:

Participate in any necessary Service Administration function, within the realms of your capability, and as requested to do so by your Line Manager, to ensure the smooth running of the Department.

Competencies/Skills:

Ability to learn and retain basic technical information on dental equipment
Excellent communication skills and professional manner
Positive attitude and adaptable
Good computing skills including the use of Microsoft Office applications
Good data entry/keyboard skills
Excellent attention to detail
Excellent organisational skills & good time management
Self-motivation and the ability to work as an individual or as part of a team
Ability to establish successful working relationships and to work under pressure with frequent interruptions.

Scope:

This document is intended to describe the general nature and level of work being performed by individuals assigned to this post. It is not intended to be construed as an exhaustive list of all responsibilities, duties and or skills required.