Service Desk Administrator in Norwich

Location: Norwich
Salary: Hidden
Recruiter: Fluke
Job Hours: Full-time

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Responsibilities

Technical

  • Fully inspect and test instruments returned from customers and end users.
  • Correctly and accurately calibrate the units.
  • Manage all assets – booking in, traceability records, logistics, and product shipping.
  • Effectively resolve application and technical questions for Fluke Reliability customers.
  • Manage the Service Engineers and hire equipment
  • Maintain stores and inventory levels.
  • Assist in organizing and maintaining the workshop according to health & safety regulations and ensure that all processes carried out are in accordance with our QA and ISO 9001.
  • Help drive continuous improvement within the department and Health & Safety procedures

    • Commercial

  • Proactively contact customers and actively manage reminder programs to drive revenue.
  • Own customer satisfaction and ensure we deliver excellence in customer service.
  • Utilize and maintain Fluke’s CRM system (Salesforce) to report, monitor, and understand gaps in service targets, then take corrective actions.
  • Analyse and manage productivity, make recommendations, and process improvements.
  • Answer customers' requests, perform, and send quotations.
  • Assist the sales coordinator with ordering and invoicing management.

    • Experience

  • Engineering qualifications, Business Administration, or equivalent experience is required.
  • Excellent communication skills (verbal and written) required; must be able to interact with and convince both internal and external customers.
  • Experience with a customer-facing sales role, marketing, product planning, or product management experience would be desirable
  • Strong knowledge of database management, reporting, and analysis needed with excellent PC skills
  • Experience with industrial products, sales, and training preferred.

    • Personal Skills

  • Undertake all other reasonable tasks which will ensure the smooth and efficient running of the business, together with other team members.
  • Assist in any other areas of the company business which is considered necessary.
  • Demonstrate excellent customer focus with both external customers and other Fluke entities, ensuring a smart and professional company image is maintained.
  • Ability to work on own initiatives with a can-do attitude to ensure the smooth running of the calibration department.
  • Must be able to prioritize workload to meet deadlines required by the business.

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