Service and Maintenance Advisor

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 with in 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…