Job Function:
Responsible for workshop administration, including scheduling jobs and monitoring their progress, keeping customers updated, and introducing/updating and maintaining processes. Monitoring standard KPI and performance reports. Oversees and distributes workload to technicians.
To work closely with the Service Manager to ensure a smooth running, efficient workshop delivering excellent customer service.
Essential Duties:
* Welcomes customers and listens carefully to their needs
* Distributes workload to the team according to engineer competencies
* Answers incoming calls, dealing with queries or directing to the relevant party
* Keeps customers informed of job timings, progress and any major increase in bill totals
* Keeps customers informed of site visit dates and times
* Makes post repair follow-up calls
* Actively gathers data about repairs prior to an engineer's visit and puts information on job cards
* Inputs job stories and checks all completed jobs to ensure they are complete and accurate for both parts and labour
* Processes both invoicing and credits for the workshop
* Ensures all warranty forms are with the Warranty Manager in the required time
* Responsible for Work In Progress ensuring current goals are met
* Work scheduling and issuing jobs to technicians based on skills and ability
* Ensures that service processes, policies and guidelines are followed and applied safely
* May assist the Service Manager in reviewing the workshop performance and to address any specific issues
* May assist the Service Manager to analyse profitability and labour utilisation to maintain an efficient and profitable workshop
* Participates in the out of hours on call rota
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Skills & Qualifications:
* An engineering/customer focused background
* Ideally would have workshop experience and be used to dealing with technicians
* Excellent communication skills and able to adapt style as appropriate.
* Well organised and calm under pressure
* Confident, curious and keen to develop
* A good level of IT literacy and a competent user of Microsoft based applications
* Good time management
* Self-motivated
Company Benefits such as: Healthshield Cash Back Plan, Employee Assistance Program, Long Service Awards, Financial Wellbeing Meetings, Company Pension Scheme, paid holiday plus Bank Holidays..