SMT is a leading full‑service distribution company specialising 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 the US.
Grade: 14
Location: Home Based
Contract: Full‑time, permanent
Position: CSA Performance Coordinator
We are seeking a CSA Performance Coordinator to oversee the delivery of our Level 3 Repair and Maintenance Customer Support Agreements. You will ensure agreements are fulfilled on time, within budget, and in line with agreed SLAs.
Key responsibilities:
- Schedule services based on urgency, location, and job scope.
- Review past service notes and outstanding work.
- Account for any customer‑specific requirements.
- Confirm plans with Service Desk and customer.
- Assign jobs to engineers via service tool.
- Ensure all planned and additional work is completed.
- Review inspection reports and request parts quotes.
- Follow up with customers as needed.
- Monitor machine condition via ActiveCare.
- Track and report on SLA uptime performance.
- Plan and schedule repairs proactively.
- Validate and approve contract costs.
- Understand site conditions.
- Manage satisfaction guarantee vouchers.
- Ensure machine telematics connectivity.
What you’ll bring:
- Experience in a technical/engineering role – ideally in the construction space.
- Proactive and customer‑focused mindset.
- Strong communication and interpersonal skills.
- Confident phone manner and competent keyboard skills.
- Ability to work independently and prioritise effectively.
- Logical thinker with problem‑solving skills.
- Flexible, co‑operative, and reliable.
- Basic understanding of mechanical systems.
- Professional and accountable approach.
- Good mechanical knowledge and system awareness.
- Strong computer and financial literacy.
- Experience working directly with external customers.
- Full UK driving licence.
Desirable:
- Experience in aftermarket sales/service (B2B).
- Knowledge of SMT GB products and the construction industry.
- Experience managing financial aspects of contracts.
Benefits
Alongside a competitive salary we offer a host of benefits.
Taking Care of You
- Health Cash Plan – Claim money back on prescriptions (including HRT), glasses, dentist 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.
- Additional Health & Wellbeing support and benefits (details available upon request).
Life Outside of Work
- Enhanced Sick Pay – Extra support when you’re unwell.
- Family Leave – Enhanced maternity, paternity and adoption leave.
- IVF Support – Paid time off for treatment and appointments.
- Retirement Support – Bonuses and phasedown days when it’s 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
Access to 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 support through our Employee Council, Social Committee and Caring, Daring, Sharing awards.
Our values
Our way of working is described as Caring, Daring and Sharing. Caring because we are service‑minded, Daring because we innovate, and Sharing because we collaborate with our clients, a skilled team, manufacturers and suppliers.
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