Service Operations Administrator

Job Overview Our client who specialise in data centre cooling equipment and air handling systems, are seeking to recruit an experienced and dynamic Service Operations Administrator to join their team.

The successful candidate will be responsible for monitoring service calls, work orders, and maintenance schedules to ensure timely scheduling, execution and completion delivering exceptional customer satisfaction.

The successful candidate will work closely with customers, technicians and engineers while maintaining high quality and client satisfaction.

As the Service Operations Administrator, youll be responsible for the following key duties.

From time to time, you may also be asked to take on additional tasks to support the team and wider business.

1.

Department Oversight & Administrative Support Assist the Service Operations Manager in overseeing all aspects of the service department, including commissioning, maintenance, and repair services for data centre and mission-critical clients.

Provide general administrative support to the Service Operations Manager and Service Manager.

Support the development and implementation of standard operating procedures and best practices to ensure service quality and operational efficiency.

Promote and uphold quality assurance standards across all service activities.

Assist the Service Operations Manager with service fleet management.

2.

Scheduling & Coordination Coordinate technician schedules and deploy engineers for planned and reactive site visits to maximise productivity.

Monitor service calls, work orders, and maintenance schedules to ensure timely execution and customer satisfaction.

Ensure all engineers are up to date with F-Gas regulations, safety standards, and mandatory training.

Support routine job inspections with the Service Operations Manager and Field Service Technical Supervisor to verify safety and quality compliance.

3.

Compliance & Safety Maintain compliance with Health & Safety Policy, F-Gas regulations, and Health & Safety Authority guidelines.

Assist with producing risk assessments and method statements for site works.

4.

Customer Service & Communication Handle customer enquiries and complaints, delivering timely and effective resolutions to ensure excellent customer service.

Work closely with customers to assess service needs and deliver tailored solutions.

5.

Reporting & Documentation Utilise service management software to track job progress, engineer performance, and customer requests.

Generate and deliver service and maintenance reports to clients within agreed KPIs. Generate reports on service operations, engineer productivity, customer satisfaction, and revenue performance.

6.

Quotations & Commercial Support Assist in creating detailed, costed quotations for remedial and repair works, ensuring they meet margin targets and KPI deadlines.

Identify opportunities to grow service revenue through upselling, maintenance contracts, and efficiency improvements.

Ensure timely and accurate processing of spare part quotations, orders, and warranty claims, in line with KPI targets.

7.

Inventory, Procurement & Tools Management Assist in managing supply chain and vendor relationships to optimise procurement of equipment and parts.

Support inventory management to ensure sufficient stock levels and reduce downtime.

Maintain systems to track tools and equipment to minimise loss and ensure availability.

Core Skills/ Attributes Basic working knowledge of HVAC systems.

Proficient with service management software (Job Logic).

Expert level ability in Office 365 applications.

Qualifications Degree or diploma in Business Management.

Minimum 3 years experience working in a similar role.

Skills: HVAC F Gas Data centres KPIs Quotation Customer service inventory management