Calibre Scientific Group
Service Support Administrator
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Position Summary
We are looking for an organised, proactive and customer-focused Service Support Administrator to join our busy service team. The role will provide essential administrative and coordination support to ensure service activities are managed efficiently, customers receive a high level of service, and engineers have the information and support they need to complete their work effectively.
This is a varied role that requires excellent attention to detail, strong communication skills and the ability to manage multiple priorities in a busy environment.
Key Responsibilities
- Provide day-to-day administrative support to the Service Department.
- Coordinate and schedule engineer visits, ensuring jobs are planned efficiently and customers are kept informed.
- Process service requests, call-outs and engineer bookings accurately and promptly.
- Liaise with customers by telephone and email to arrange appointments, provide updates and resolve queries.
- Raise and manage service jobs, ensuring all relevant information is recorded accurately on the company systems.
- Monitor outstanding service jobs and follow up with engineers and customers where required.
- Prepare and process quotations, purchase orders, invoices and other service-related documentation.
- Ensure engineer reports, timesheets and job completion information are received and processed correctly.
- Assist with contract administration, including monitoring contract requirements and completion of planned works.
- Maintain accurate customer and equipment records.
- Work closely with engineers, service managers, sales teams and other departments to ensure a smooth service delivery.
- Identify and escalate any issues that may affect customer service, engineer availability or job completion.
- Assist with managing customer accounts and ensuring outstanding actions are followed up.
- Support the wider administration team during busy periods and provide cover where required.
- Ensure all work is completed accurately and in line with company processes and procedures.
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Skills & Experience
- Previous administration or customer service experience, ideally within a service, engineering or technical environment.
- Excellent organisational skills with the ability to manage multiple tasks and competing priorities.
- Strong attention to detail and a high level of accuracy.
- Confident communicating with customers, engineers and internal teams.
- Good telephone and email communication skills.
- Strong IT skills and confidence using Microsoft Office and business systems.
- Ability to work independently while also being a strong team player.
- Ability to remain calm and professional in a busy environment.
- A proactive approach with a willingness to identify issues and find solutions.
- Experience of scheduling, job management or service administration would be advantageous.
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Personal Attributes
The successful candidate will be:
- Highly organised and reliable.
- Customer-focused and professional.
- Proactive and willing to take ownership.
- Flexible and able to adapt to changing priorities.
- A clear and confident communicator.
- Comfortable working in a fast-paced environment.
- Positive, approachable and a strong team player.
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