Reports to: Service Control Supervisor
Direct Reports: None
Location: Elland - Halifax
Purpose of the role:
*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.