About this role
Job title: Operations Coordinator
Contract Type: Full Time Permanent, subject to 6 months' probation
Location: Claregalway, Co. Galway
Salary: €40,000 per annum, paid monthly
At Culligan Home, we specialize in providing high-quality water treatment solutions to residential customers across Ireland. Our offering includes filtration systems, reverse osmosis units, and water softeners, helping households enjoy cleaner, safer, and better-tasting water.
This role ensures efficient scheduling, customer satisfaction, and operational excellence while supporting the company's strategic goals in the residential water softener and filtration market.
Responsibilities:
Team Leadership & Scheduling
- Lead, coach, and support a team of 10-15 field engineers across service and installation functions.
- Develop and manage daily, weekly, and monthly engineer schedules to meet customer demand and SLA commitments.
- Ensure effective allocation of work based on geography, skills, and customer priority.
- Monitor field team attendance, performance, and productivity.
Customer Operations & Service Delivery
- Act as the central point of contact between the field team and internal departments (Customer Service, Sales, Technical).
- Track and escalate service issues or delays to ensure resolution and customer satisfaction.
- Ensure that field engineers have the necessary materials, tools, and documentation for each job.
- Monitor and report on SLA compliance, installation timelines, and service call resolution.
Process & Quality Management
- Implement and enforce standard operating procedures (SOPs) to ensure consistency in service delivery.
- Assist with quality audits and provide coaching or feedback to improve performance.
- Coordinate with the Training & Quality function to onboard new engineers and support upskilling initiatives.
Reporting & Communication
- Generate and analyze reports on team performance, completion rates, and customer satisfaction metrics.
- Attend operational meetings and provide updates on field activity, challenges, and resource needs.
Requirements
- Experience in field service coordination or operations within a technical services environment
- Experience leading or supervising a team, ideally in utilities, water treatment, or HVAC services
- Strong organizational and problem-solving skills
- Proficient in scheduling software, CRM systems, and MS Office tools
- Customer-focused with excellent communication skills
- Ability to thrive in a fast-paced, high-volume operational environment
Benefits
- Monday-Friday working pattern
- 23 Day's Annual Leave
- Company Pension Scheme
- Shopping discounts with Perks at Work
- 24hrs access to EAP
- Volunteering Day
- Employee support network and mental health assistance
- Opportunity for career progression