This role will involve taking ownership for scheduling all engineer service visits GDCA, service agents and planning regional engineers' diaries. The role will also involve being the main point of contact for all of our field service team, receiving site reports, checking for accuracy and ensuring any necessary action is taken by service partners and engineers and is adequately reported back to all interested parties.
Main Duties
- Organising a team of field service engineers' diaries and working together with the field service team to ensure visits are scheduled within a defined timescale & to KPI's
- Co-ordinating training needs for the field service team and service agents to ensure their knowledge is accurate and up to date to promote excellence.
- Process service reports within a defined timescale & to KPI's, focusing on customers' needs and requirements to ensure any follow up actions, such as re-visits or stock replenishments, are completed in a timely manner.
- Dealing with emails and telephone calls from field based engineers working together to ensure queries are dealt with in an accurate and timely manner.
- Raise requisitions and purchased orders on behalf of Technical Services to deliver the expectations of customers.
- Liaise effectively with all departments to meet the needs of the business.
- Liaise effectively with our external service agents to meet the needs of the business and provide a positive experience.
- Work to agreed objectives & KPI's, exceeding them where possible to achieve a positive customer journey.
- Forward thinking to manage and prioritise own workloads, escalating where appropriate to minimise customer complaints.
Skills and Knowledge
- Excellent communication skills that allow you to help, inform and advise customers and colleagues clearly and effectively
- Exceptional customer service skills with a customer-first attitude
- Ability to work well under pressure
- MS Office User
- Good with people and ability to see a job through to conclusion
- A commitment to continuous improvement both personally and for the role
Salary and Benefits
- £26-28K
- 25 days holiday
- Pension
- Healthcare
- Early Friday finish in the summer
- Excellent working environment