Overtime may be required when staff are on holiday or sick to keep engineers updated and ready for daily operations. Overtime is paid monthly and adjustments are made in the following month in accordance with processing cut‑off times.
Reporting to: Senior Service Manager.
Responsibilities
* Jointly manage the daily operation of the service desk and cover for the Senior Service Manager during absences or holidays to meet operational needs.
* Liaise with the finance department and office staff on job queries and costs.
* Contact manufacturers and arrange service work as a service agent.
* Contact clients, arrange servicing and repairs of mechanical and electrical services and associated equipment, and prepare and update spreadsheets and engineers’ timesheets.
* Advise engineers on job sheets and work details, and liaise with them on job completion and scheduling.
* Contact engineers daily, update job completion status and record the same.
* Collect related paperwork such as manuals, write RAMS (risk assessments and method statements) and induction requirements.
* Occasionally order parts, assist in spares acquisition and procurement, and advise costs to clients.
* Operate and develop the work order processing system “CLIK” to generate job sheets and view outstanding jobs.
* Prepare and develop in‑house forms to improve performance and input them digitally for engineers to use.
* Prepare and send quotations for clients.
* Assist with health and safety of the office environment and act as a first aid responder after training.
* Perform invoicing, filing duties, and cost reviews as required by the service desk workload.
* Handle other tasks and duties as reasonably requested or assigned.
* Collaborate with external consultants for health and safety, human resources, contracts, salaries, and pensions.
Qualifications and Skills
* Knowledge of health and safety in the workplace; a qualification is advantageous.
* Knowledge of commercial heating is advantageous; ability to identify parts and equipment from suppliers and websites.
* Access to equipment and lifting equipment; knowledge of mobile platforms and genie lifts.
* Computer literate in Microsoft programmes; ability to produce and amend spreadsheets.
* Contractual knowledge is advantageous.
* Ability to operate the CLIK work order processing program (training provided).
* Experience dealing with business managers and estates departments; good telephone manner.
* Effective communication with clients and the ability to act on initiative and prioritise site visits.
* Good retention of clients’ information and service agreements.
* Positive, pleasant personality in a sometimes‑difficult environment with respect and helpful attitude to colleagues.
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