This is a permanent, full-time vacancy that will close in 22 days at 23:59 BST.
The Vacancy
Job Purpose
This key support position involves call triage, parts pre-empt, providing remote technical support to the field team, screening parts allocation, asset review, and upskilling the helpdesk. The role collaborates with the Head of Food Services, Divisional Support Supervisors, and Helpdesk to drive productivity and performance.
Key Responsibilities
* Provide first-line remote technical support to the field engineers.
* Call triage
o Screening of all inbound calls, monitoring accuracy of logging, accurate P code application, asset information, and technical details.
o Review opportunities for remote fixes or call duplication.
* Parts pre-empt
o Identify pre-empt opportunities to improve "Time to Complete" and "First Fix," avoiding the need to send an engineer for diagnosis.
* Parts allocation
o Ensure all parts orders pass through technical screening at the point of request. Ideally, add parts on behalf of the engineer.
* Asset review
o Conduct asset review and cleansing through the screening process. Update or provide feedback to Divisional Support Supervisor as needed.
* Act as liaison with the Helpdesk to support improvements in asset identification, detail at point of logging, and call logging accuracy.
* Comply with Health & Safety regulations.
Focus on reducing parts spend.
Knowledge, Skills & Abilities
* Food services technical experience.
* Strong understanding of food services assets and remote diagnosing capabilities.
* Knowledge of a CAFM system, call triage, and P codes.
* Understanding of the parts ordering process.
* Strong IT skills, including MS Office applications (Word, Excel, Outlook).
* Excellent administration and time management skills.
* Ability to work under pressure in a fast-paced environment.
* Adaptability to change.
* Effective communication skills, both verbal and written.
* High customer service focus.
* Team player with strong interpersonal skills.
* Excellent listening skills with the confidence to question information.
Behaviours
Behave in line with our City values:
We are progressive
* Communicate targets and progress regularly.
* Encourage creativity and innovation.
* Welcome and challenge for improvement.
We are tenacious
* Focus on ambitions.
* Lead and empower others.
We are City
* Invest in our culture.
* Live our values.
* Collaborate and support each other.
* Express gratitude daily.
We inspire trust
* Follow through on commitments.
* Act with integrity.
We are open and transparent.
The Company
Founded in 1985 by Willie and Susan Haughey, City Refrigeration Holdings aims to positively impact the facilities management industry. Built on collaboration and transparency, the company has grown into a trusted global facilities management provider with over 12,000 employees across Europe, Australia, North America, and Asia, offering diverse services including maintenance, engineering, procurement, cleaning, and ancillary services across various markets.
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