Reports to: Service Manager – Gloucester Operations
Overall purpose of the job:
To supervise maintenance and repair activities for Civilian and Military contracts.
To provide effective customer service and build relationships with both internal and external customers.
To action customer repair’s, maintenance and breakdown requests in a timely and cost effective manor.
To monitor and organise all service and pre planned work.
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 managed goods in and out of Gloucester stores.
Responsibilities
To take customer calls and log repair notifications.
To lease with service manager to allocate the appropriate Field Service Engineer to meet customer requirements.
Maintaining established and new contract plans. Ensuring that all scheduled maintenance contracts are managed in a timely and cost efficient manner.
Liaise with 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 ensure maximum utilisation of Field Service Engineering resource according to capacity and geographical location.
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 are accurate.
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 book engineers onto customers sites, ensuring all the correct paperwork has been completed.
To book parts to jobs and allocate them to the engineers.
To book stock into stores and ensure stock levels are correct.
Key Result Areas
KPI’s to be monitored.
Up to date and clear administration.
Safety defects outstanding.
Overdue services.
To keep WIP at a manageable level.
Administration of aged jobs and invoice queries.
Effective time management and allocation of resources.
Effective and efficient planning of Field Service Engineers (including 3rd party Engineers) working hours.
Effectively manage customer enquiries.
Monitoring engineers documentation.
Ensure best practices are used when distributing field service engineer’s jobs.
Standards of Performance
To maintain and develop current processes and procedures in the upkeep of the internal documentation.
To maintain a high standard of customer service at all times.
To actively play a part in the planning and coordinating of all service work that is due to be carried out.
Develop own competence to meet requirements of job.
Undertake any other duties consistent with the purpose of this job.
Person Specification:
Ability to troubleshoot and put forward new ideas to improve processes within the department.
Ability to prioritise own work and work within the department to assist others.
Ability to make decisions based on incomplete information which has been filtered through others.
Confidence to put forward views and contribute to the development of the department.
Excellent communication skills.
Excellent planning skills.
Able to work under pressure.
Demonstrate commitment to personal professional development. • To demonstrate self-motivation in achieving own and departmental objectives. • Willingness to learn from mistakes. • Willingness to learn other skills within the department. • Ability to demonstrate positive customer service skills. • Ability to develop interpersonal and communication skills. • Ability to model the Terberg values and behaviours. • Ability to adapt to organisational changes.
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