To support with the supervision of all maintenance and repair activities.
To provide effective customer service and build relationships with both internal and external customers.
To action customer repair, maintenance and breakdown requests in a timely and cost effective manner.
To work within a service team and to liaise effectively with all other departments.
To prioritise work effectively ensuring all documentation is accurate.
To ensure all information is correctly entered into in-house software systems accurately with sufficient and suitable information.
To cover any regional controller absence/sickness.
To assist with Administration for both the service and admin team when required and record data accurately.
Responsibilities:
To take customer calls and log repair notifications.
To allocate appropriate Field Service Engineer response to meet customer requirements.
Liaise with UK service supervisor and Service Manager regarding any issues that may arise.
Keep customers updated on the reported job progress.
Deal with day to day queries from both internal and external customers.
Ensure all jobs are entered onto the appropriate in-house computer system.
To reschedule jobs and resources according to emerging customer needs and resource availability.
Ensure all service records are received from the appropriate Field Service Engineer and passed to technical team for assessment.
To ensure that all field service vehicle parts sales are recorded accurately and promptly.
Provide data and supporting evidence to internal and external customers regarding service work that has been completed and or is outstanding.
To effectively liaise with customers regarding enquiries.
To provide further assistance to other team members when requested.
To work with all departments, particularly with projects that are being explored or implemented.
Undertake any other duties consistent with the purpose of this job or to support the needs of the business.
Key Result Areas:
Effective time management and allocation of resources.
Effectively manage customer enquiries.
Monitoring engineers documentation.
Ensure best practices are used when distributing field service engineer’s jobs.
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