Job Purpose
Triage and process automatically generated alarms from Refrigeration systems.
Investigate manually raised jobs via remote diagnostic checks of the BEMS systems and resolve where possible
Answer inbound, and make outbound, calls in a professional manner. Follow call scripts and capture relevant data in compliance with the agreed guidelines
Provide technical support to the field engineering teams and complete all administrative duties as required
Principal Accountabilities
1. Triage Refrigeration alarms with a high focus on response times and quality of service
2. Resolve store logged jobs via remote diagnostic checks/alterations of the BEMS systems to prevent engineer attendance where possible
3. Identify the root cause of faults, whenever possible, and communicate this to the relevant engineering resource
4. Utilise the in-house software systems to ensure that all issues are logged, updated and followed through to resolution
5. Respond in a prompt and professional manner to requests for support for the Field Operations teams via telephone/email
6. Identify and rectify or escalate any issues with equipment not set to the agreed specification
7. Work with internal and external stakeholders to ensure a high level of equipment connectivity via the City network infrastructure
8. Advise the store colleagues of any repair/maintenance issues that are likely to affect the operation of their business
9. Represent the company in a professional manner at all times and develop a good working relationship with engineers, sub-contractors and Client colleagues
10. Attend training courses as and where necessary and to ensure personal job skills keep pace with technical developments
11. Comply with the Company Health and Safety Policy at all times
12. Work with City and Client colleagues to ensure laid-down standards of quality are maintained
13. Comply with any other reasonable request or instruction from the Line Manager
Skills / Experience Required
14. Must be IT Literate – strong knowledge of MS Office Packaged – Excel, Word, Powerpoint
15. Strong communication skills – written and verbal
16. Helpful / friendly manner
17. Customer focussed
18. Self-motivated
Our client are flexible on your background, all training will be provided, the main experience they are looking for is someone who is IT Literate (strong user of Microsoft Word, Excel and PowerPoint) and a strong communicator (written and verbal).