Service Administrator

Region: Blue Machinery (Central) Ltd

Location: Wincham

Reporting to: Field Service Lead

ABOUT BLUE GROUP:

Blue Group are a provider of market leading material processing and handling equipment into the Quarrying & Demolition, Recycling, Scrap, Ports and Energy segments across the UK and Ireland.

Our Purpose is Supplying products from Leading Brands used to extract, handle or process value from materials to business & operators within a wide range of sectors.

Our Vision is To ensure we are the first choice partner in the supply chain for material handling or processing machinery, throughout the world.

Our Mission is Adding value to material through Leading service and Leading brands.

Our Values:

Longevity – Thinking and acting in the long-term interests of the business and each other.

Trust – Behaving in ways that will always build trust.

Spirit – To exceed expectations.

 ABOUT THE ROLE:

The purpose of the “Service Administrator” role is to support the service control team and field operations lead in providing internal & external customers with a reliable and responsive service. Working as part of the service control team to provide excellent customer service and ensure internal and external customer satisfaction from service operations.

RESPONSIBILITIES:

Warranty administration

• Manage the warranty stores ensuring all returns are labelled and fit for return to manufacture
• Submission of less complex warranty claims to manufacturers.
• Manage claims where applicable to claim submission and advise service controllers of any additional requirements for successful warranty claim.
• Monitoring of “live” warranty claims.
• Packing and return of failed parts as and when recalled by manufacturer warranty.
• Provide additional (eg: photographs and sublet invoices) information as and when requested by manufacturer warranty dept.
• Action Warranty Credits to live claims and pass credit notes to finance.
• Maintenance of paid claim archive.
• Verification of parts and engineers labour times booked to warranty job cards.
• Preparation of warranty claims in readiness for audit.
• Update OEM warranty portals with retailed machines
• Registration of extended warranties
• Completion of the OEM warranty transfer documentation

Control team support

• • Chase up back ordered parts on behalf of the control group
  • Order/expedite parts for control team
  • Raising PO’s an GRPO’s on service calls and to chase purchasing job statuses
  • Arrange contractors for control team on complex jobs
  • Interpret job cards and escalate to Powerscreen and Doppstadt controller
  • Telematic Monitoring – Monitor telematic alerts and escalate to the control team and customer.
  • Office Cover – Provide early / late start cover in the control office
  • Collation of customer quotes – Provide quotes to customers for repair work

• Health & Safety: Ensure all H&S issues regarding machine maintenance and operation are communicated in an effective manner to the customer.
• Effective Communication – the flow of information internally and externally, whether formal or informal, verbal or written, vertical or horizontal
• Opportunities & Threats: Always be mindful of any that you come across that could benefit Blue Central or be an exposure to risk, and ensure they are communicated via the appropriate channels.
• Planning: Plan and prioritise workload in line with the business priorities.

Teamwork

Always operate in the best interests of Blue Central, and as a member of the team, ensuring:

• a ‘One Team’ ethic within your team and the business as a whole.
• a pro-active, positive attitude.
• You develop, encourage and promote high performance team working.
• That individual and team behaviours demonstrate integrity and high ethics.
• You always act in accordance with the Company’s vision, mission, values and behaviours statements.

Self

• At all times manage and lead yourself to ensure the delivery of your role and all aspects thereof to the highest standard.
• Be responsible for developing and maintaining your own learning and development plan for continuous skills growth in all relevant areas, not just in relation to your area within the business.
• Display exceptional organisational and communication skills.
• Be a proactive team player with strong customer service and problem-solving skills.
• Ability to maintain confidentiality and act with discretion and diplomacy.
• Be self-motivated and able to work under own autonomy or as part of a team.

Working Conditions and Physical Requirements

• Support engineering or administration activities in the field or at Blue Central Sites

CANDIDATE REQUIREMENTS:

• Sound knowledge of Blue Central business and supporting tools
• PC literate with a strong working knowledge of MS Office
• Medium Knowledge of Blue Central Franchised Products
• Mechanical experience preferred