Objective: Provide excellent customer service and minimize the clients' operational costs by ensuring that the company responds efficiently and diligently to carry out their customers' service orders and contract commitments while ensuring that their service operations' resources and capacity are optimally utilized and enable a high quality of work to be achieved.
Key Accountabilities: Secure the operational efficiency and productivity of Service Engineers through effective planning and deployment of all Service Contract PPMs and Inspections, Call-outs, and Quoted Repairs to ensure that work is carried out on time and within the set costs and is conducted in line with internal and external Health and Safety guidance and legislation. Organize and coordinate parts and materials to maintain engineers' van stocks and for parts deliveries to align with our engineers' planned visits to maximize our right-first-time and first-time-fix outcomes.
General Duties:Provide excellent customer service at all times to external and internal customers.Phone customers' site contacts to confirm dates and times for our engineers to carry out the work.Frequently review the Servicing Inbox and Hubspot Service tickets for emailed instructions from customers to enable priority reactive call-outs to be responded to and booked in promptly.Receive incoming calls from service customers and respond to their enquiry or instruction in a prompt and efficient manner.Update business systems in real-time to reflect the dates when engineers are planned to do the work and when work is completed on site.Monitor parts receipt/availability using the system to ensure that orders with all required parts allocated are dispatched on time to the correct address.Follow standard routines when making changes to orders or delivery addresses to ensure Picking and Dispatch instructions are correct.Review system information daily to highlight orders and scheduled work which need to be progressed, updated, expedited, or chased to avoid any being overlooked or incurring avoidable delays.Make daily checks to ensure that engineers' reports and documentation are correctly completed and ensure that the Service Manager is informed of any issues.Allocate reactive work and plan engineer visits following guidance from the Service Operations Manager, giving due consideration to the Engineers' health and safety at all times.Plan PPM visits and LOLER inspections to ensure these are made on time to avoid equipment passing their LOLER test expiry date while ensuring that work is completed within budgeted costs.Help to reduce field service costs by ensuring that work is allocated to engineers in an optimal way to minimize travel time and avoid return visits whenever possible.Ensure engineers' approved holidays are updated in the planning system calendar to give visibility of capacity restrictions and to prevent work being allocated when engineers are not available.Prepare weekly and monthly reports for the Service Operations Manager including service revenue forecasts and the number of inspections and PPMs planned/completed, quantifying any risk of over-dues.Act as first line escalation contact when out-of-hours routine is unable to secure an engineer able to respond.Assist the Service Manager with input into the engineers' annual appraisal process.Qualifications and Skills:Strong customer focus; passionate about supporting our customers through the service we provide.Previous experience in scheduling service orders and deliveries to customers within a comparable business."Can do" attitude, decisive with the desire to make things happen at a fast pace.Ability to handle high volumes of fast-paced work scheduling while responding to changes and disruptions efficiently.Keen to take ownership and to be proactive in improving efficiency and performance.Credible and confident with customers, suppliers, staff colleagues, service engineers, and sub-contract engineers.Commercially astute and understands factors influencing service costs and business profitability.Strong communication skills and a team player who likes to engage with and support business colleagues.A hands-on, structured, and well-organized approach, focusing on daily disciplines as well as monthly targets and deadlines.Diligent with a keen attention to detail, ensuring work is precise and avoiding administrative oversights.
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