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.