Job Description
SMT is a leading full-service distribution company specializing in machinery and trucks. Our focus is on providing equipment for the construction, material handling, recycling, and transport industry. Launched in 2010, we have already obtained a significant heritage that dates back to 1946. Our mix of agility and international experience gives us the advantage of a synergetic environment. We are active in large parts of Africa, Belgium & Luxembourg, Great Britain, the Netherlands, and in US. Grade : 12 Location: Homebased Contract: Full-time, permanent As a CSA Planner at SMT GB, you will play a crucial role in scheduling, coordinating, and ensuring the on-time delivery of our Customer Support Agreements (CSAs). Working closely with our Service teams and customers, you will be responsible for planning and executing service schedules, managing service due reports, and maintaining communication with all stakeholders to provide excellent customer service and achieve service level targets. This role is based at our Duxford office and offers an exciting opportunity to contribute to our mission of delivering service excellence. What you will be doing: Create and maintain service schedules for CSA customers, ensuring optimal execution based on urgency, geographical location, and required tasks. Review previous service notes and outstanding work to follow up with customers as necessary. Plan and schedule additional requirements beyond standard maintenance schedules based on customer-specific needs. Coordinate with engineers and end customers to confirm and plan service requirements. Assign and schedule work to regional engineers using our mobile service mechanic tool. Manage Customer Satisfaction guarantee vouchers, ensuring timely resolution. Ensure machine connectivity using CareTrack or other telematics units. Collaborate with the services team on campaigns and other service-related initiatives. What you’ll bring: In order to succeed in this role, we are looking for candidates with the following skills and experience: Prior experience in a planning or coordination role, preferably in a service or maintenance environment. Passionate about providing outstanding customer service Excellent organizational and time management skills. Strong communication skills, both verbal and written. Ability to work independently and prioritize tasks effectively. Problem-solving skills and a logical, analytical mindset. Flexibility and adaptability to work in a fast-paced environment. Basic understanding of mechanical terminology and associated work. High level of professionalism and a customer-focused approach. Desirable: Experience in a similar industry, such as construction equipment or heavy machinery. Proficiency in using scheduling or project management software. What's in it for you? Alongside a competitive salary we off you a host of fantastic benefits! Taking Care of You Health Cash Plan – Claim money back on prescriptions (including HRT), glasses, dentists appointments, physio and more. We cover your basic plan, with the option to upgrade. Free Physio Access – Speak to a physio by phone or video. 24/7 GP Service – Private GP access anytime. That's not all - We also offer a whole host of additional Health & Wellbeing Support and benefits. Life Outside of Work Enhanced Sick Pay – Extra support when you’re unwell, meaning you can rest a little easier while you recover. Family Leave – Enhanced maternity, paternity and adoption leave. IVF Support – Paid time off for treatment and appointments. Retirement Support – Enjoy bonuses and phasedown days when its time to retire. Financial Extras Pension – We match your contributions up to 5%. Car Leasing – Salary sacrifice schemes through Tusker or Octopus. Cycle to Work – Save on a new bike and accessories. Discounts Platform – Save on groceries, holidays, shopping and more. Feeling Part of the Team You’ll also have access to a range of team-focused benefits, including a refer-a-friend bonus, long service awards starting at three years, a paid volunteering day each year, Christmas shutdown as part of your holiday allowance, and plenty of opportunities to get involved through our Employee Council, Social Committee, and Caring, Daring, Sharing awards. Our values Our way of working as a professional community, can be best described as Caring, Daring and Sharing. Caring because we are service-minded, and we always like to go the extra mile for our customers and give our people the attention and care they deserve. Daring because we are innovative in our business, constantly looking for smart improvement. And finally Sharing because we realize we’re doing this together; with our clients, with a great team of skilled specialists, excellent manufacturers and reliable suppliers. These values create an engaging environment for passionate people who like to work in a place with purpose. SMT does not accept unsolicited CVs or applications from headhunters, recruitment agencies, selection agencies, or any other third party, unless prior written consent has been given by SMT. These parties are not permitted to submit CVs or applications to SMT or its employees in any form, including, but not limited to, email, social media or online platforms, whether directly or indirectly. Any CVs or applications submitted in breach of this policy will be treated as unsolicited and will not create any obligation for SMT. SMT will not acknowledge or accept any claim for compensation, costs or fees arising from such submissions. SMT also expressly reserves the right to contact any candidates directly, without this creating any obligation towards the party that submitted their details