Maintenance Assistant in Birkenhead

Department: After-Sales (AC, Refrigeration and Industrial Refrigeration)

Reports To: Maintenance Co-ordinator

Employment Type: Full-time

Job Summary

The Assistant Co-ordinator provides administrative and operational support to the service department, assisting with the planning, scheduling, and coordination of maintenance activities across refrigeration, air-conditioning, HVAC, and industrial refrigeration systems. This role helps ensure engineers are deployed efficiently, service records are maintained accurately, and customer service standards are consistently achieved.

Key Responsibilities

Maintenance Planning & Scheduling

• Assist with scheduling planned preventative maintenance (PPM) visits for refrigeration, HVAC, and industrial refrigeration engineers.
• Update engineer schedules and service management systems.
• Monitor outstanding visits and assist with arranging follow-up visits.
• Ensure customer appointments and service visits are communicated effectively.

Service Administration

• Raise and process service work orders, job sheets, and purchase orders.
• Update service management software with job progress and completion information.
• Maintain accurate records of engineer attendance, service reports, and maintenance activities.
• Assist in preparing maintenance schedules and service reports for management review.
• Support the administration of service contracts and customer records.
• Assist with ordering parts, materials, and equipment required for maintenance activities.
• Liaise with suppliers regarding deliveries and stock availability.
• Monitor parts allocation and ensure engineers receive required materials.
• Track outstanding parts orders and update customers accordingly.
• Work closely with maintenance co-ordinators, service managers, supervisors, and engineers.
• Support operational teams by providing administrative assistance and accurate information.
• Liaise with subcontractors and external service providers when required.
• Assist with onboarding documentation and scheduling requirements for new engineers.

Operational Support

• Help track departmental KPIs, including PPM completion rates and response times.
• Support continuous improvement initiatives to enhance service delivery.
• Escalate scheduling conflicts or operational issues to management when required.

Compliance & Documentation

• Maintain service records, maintenance logs, and compliance documentation.
• Assist with F-Gas records, asset registers, and statutory inspection documentation.
• Support the preparation and filing of RAMS, permits, and health & safety documentation.
• Ensure all records are updated in accordance with company procedures.

Customer Relationship Management

• Provide professional and courteous support to customers via telephone and email.
• Respond to customer enquiries and direct technical queries to the appropriate department.
• Assist with customer reporting and service contract administration.
• Support the delivery of high levels of customer satisfaction.

Qualifications & Experience

• Previous experience in an administrative, scheduling, service co-ordination, or customer service role.
• Experience within refrigeration, HVAC, industrial refrigeration, facilities management, engineering, or building services sectors desirable.
• Understanding of planned preventative maintenance (PPM) and reactive maintenance processes advantageous.
• Experience using service management, scheduling, or CAFM software preferred.
• GCSEs (or equivalent) in Maths and English.
• Excellent organisational and administrative skills.
• Strong communication and customer service abilities.
• Ability to manage multiple tasks and prioritise effectively.
• High level of accuracy and attention to detail.
• Positive, proactive, and team-oriented approach.
• Ability to work effectively in a fast-paced service environment.

Salary & Benefits

• Competitive salary based on experience
• Company bonus scheme
• Pension scheme (up to 7% matched + death in service)
• Holiday buy/sell scheme (up to 5 days)
• Company vehicle
• Training and CPD opportunities

Key Performance Indicators (KPIs)

• Accuracy of scheduling and job allocation
• Data and record management accuracy
• Internal and external customer satisfaction