P335CS || Automation Service Dispatcher & Administrator

Milton Keynes

Reports to: Service Manager - Automated Systems

Department: Customer Service

Location: Milton Keynes

Closing Date: Tuesday 27th May 2025

Role Purpose

To provide full and comprehensive Automated Systems administration support for Engineers, Service Management, and Customers for all service activities of the UK to ensure the highest level of customer service is delivered, and all KPIs are achieved.
To ensure correct and swift processing of all work recorded in SAP.
To allocate existing engineering resources in order to meet customer expectations in a timely and cost effective manner. To provide good communication at all times to both internal and external customers. To ensure that all incoming planned and unplanned work is reviewed, planned, prioritised, assigned and completed.

Role Responsibilities

Main Duties:

Processing and control of sub-contract orders and invoicing
Preparation of SAP quotations for external repairs
Raising any necessary Credit and Debits
Raising Purchase Orders for suppliers, follow up, control and monitor
Processing of warranty claims

Team Responsibilities:

Handling and logging of customer calls efficiently and by agreed process
To raise and follow up new Customer Request Forms
To follow all Customer Processes and SLA’s (Service Level Agreements) are adhered to
Building strong and positive relationships with our customers, engineers, and colleagues
Processing service reports through to invoice
Invoice queries and resolution/escalation as required
Proactively following up of quotations raised for external repairs and PM contracts
Making sure that all customers are regularly updated about the status of their work
Maintenance Planning
Record and monitor Automation equipment / system Failures, and escalate when appropriate
Allocate and order Sub–contracted work
Absence planning of engineers in conjunction with the Service Manager
Process engineer’s timesheets, checking for accuracy, productivity, overtime
Monitor engineer’s performance and escalate to the Service Manager where appropriate.
Control and resolution of all SAP error reports, making sure that all work is correctly charged to the customer and any error logs are cleansed regularly
Review team resource, skill matrix and primary engineers regularly with the Automation Service Manager
Participate in regular Service Manager / Admin / Dispatch meetings.
Monitor engineer’s performance and escalate to Automation Service Manager where appropriate.
Assist with Procurement of Engineers Tools and Small materials
Provide admin support with racking inspection and rack safety training courses
Participating in regular team meetings
Maintaining and amending Customer CRM database
Allocating and monitoring progress of all incoming planned and unplanned work

In addition to the duties and responsibilities listed, the jobholder may be required to perform other duties assigned by the Service Manager.

Role Requirements

Experience in a call centre environment is a plus
Good organisational and multi-tasking skills
Strong experience in planning / dispatching ahead
SAP experience is a plus
Excel & Word experience
Ability to work under pressure and in a fast-paced environment
Ability to communicate on multiple levels
Experience in a service-related industry with a focus on work allocation is desirable
IT experience - Intermediate

Competencies Required:

Adaptability
Planning & Organising
Attention to Detail
Customer Centric
Decision making
Flexibility
Integrity/Accountability/Ownership
Communication
Teamwork
Influencing
Working on own initiative
Resilience & Tenacity