Aftermarket Service Administrator

About the role Grayson Thermal Systems based in Birmingham, design, manufacture, and supply driveline cooling, heating, and air conditioning products to low volume vehicle industries worldwide, including bus, coach, rail, off-highway, commercial vehicles and more. A proud UK manufacturer, we work in partnership with our customers and develop innovative ways to improve vehicle performance and reliability. Formed in 1978, we remain a privately owned, family business with exceptional staff throughout the organisation. We ensure the core beliefs that have led to our success remain at the heart of our business operations. Reporting to the Aftermarket Commercial Manager, the role requires a highly motivated and forward-thinking individual to join a small, but fast paced aftermarket team based in Birmingham. The candidate should have strong administration, organisational, and customer service skills. You will be a key member of the aftermarket department, managing service contracts, planning service engineers’ workloads, processing any call outs and dealing with daily enquires. As well as the initial admin team you work within, you will also be working closely with the Service Engineers, to ensure the best and most cost-effective way of planning their work is carried out. You will work closely with customers based in the UK and potentially abroad, ensuring their vehicles are serviced in a timely manner, any call out requests are met and overall, offering the best possible service, whilst keeping all files up to date and live. Grayson’s are looking for a pro-active, fast learning individual, who works well under pressure and is responsive to change. An overall team player, who can not only work well in a team, but also independently. Key areas of responsibility * To ensure all customers receive the best possible service. * To offer excellent communication with customers and Grayson internal staff. * Manage service contracts obtained by the External Sales Team, including working with depots to book works and plan engineers’ workload effectively. * To work closely with the External Sales Team on retaining current contracts, as well as providing account information for new or renewals of contracts. * To be seen as a main contact for designated customers, including building a good rapport with customers and ensuring the contract is running smoothly and is invoiced correctly. * To process works as quickly and efficiently as possible using Protean, ensuring the contracts are up to date, the customers are invoiced correctly and the department target is achieved. * To assist with booking, planning and processing of additional works outside of contracted customer. Including creating quotes for parts and labour required. * To assist and support the parts desks as well as offer support to parts customers. Processing orders and liaising with manufacturing. * To take incoming calls, processing call-outs, organising parts, liaising with the warranty/quality department. * To work together with the team, in order to ensure the team achieves monthly target figure. * General administration tasks are also required in this role such as filing, creating reports, creating spreadsheets, etc…. * All staff will be required to work closely with the depots and engineers to ensure vehicles are repaired in a timely manner. * Work with the purchasing/procurement team to source parts. * Promoting added sales of current product portfolio. * All other duties as requested by the Head of Aftermarket, Service Manager and Service Team Leader. * Administrative duties as required. Health & Safety * To report any health and safety matters to your line manager, department representative or safety officer * To co-ordinate and drive health and safety, as identified in risk assessments Training * Training on Grayson products, software and processes will be given. Applicants will need sufficient previous experience in Excel. Experience/Qualifications * Min of 5 years relevant sales/customer services related experience. * Experience of working in the HVAC sector. * Experience of working with Microsoft Excel. * Evidence of administration experience. * Ability to work to and meet deadlines. * Good interpersonal and communication skills. * Excellent planning and organisation skills. Competencies Inquisitive mind Personal confidence and ability to deal with challenging situations Strong interpersonal skills and the ability to present a positive, professional image to customers Quick thinker and able to learn and apply new processes speedily Have a can-do attitude and a positive outlook in order to be able to apply an interim solution where necessary