This role involves responsibility for service delivery to customers within the Depot Region (Norwich), including administration and supporting various administrative duties. The position also entails managing the Depot Service Team in support of the Service Support Manager, ensuring all customer requirements are correctly addressed.
Position Requirements:
* Be the first point of contact for customers, receiving and communicating information to ensure high customer satisfaction.
* Monitor the performance of Engineers to ensure jobs progress effectively and objectives are met.
* Provide first-line support on decision-making, including service response and commercial issues raised by engineers and customers.
* Monitor and progress all breakdown jobs and routine service requirements for each customer’s fleet, ensuring completion.
* Communicate with Engineers to monitor attendance and progress, in line with company policy.
* Coordinate with subcontractors to ensure timely job attendance and progression.
* Enter all fleet management and job-related information into Protean accurately and promptly.
* Schedule Engineers on the planner board and enter job requirements into Protean.
* Maintain accurate and timely records of service jobs, timesheets, parts, and purchase orders.
* Assist with processing spare part administration as required.
* Manage engineer vehicle maintenance, including monthly van checks, services, and MOTs.
* Support the Service Manager with ordering van stock and requesting POs from customers when needed.
* Handle delivery bookings and acceptances.
* Comply with company Health and Safety policies.
* Perform any other duties as required by the business, aligned with market and customer needs.
Accountability / Objectives:
* Minimize VOR jobs, ensure they are fully managed with notes.
* Maintain daily processing of work in progress, monitoring statuses such as 'Further work required,' 'Site attended,' and 'Awaiting complete.'
* Keep thorough examinations up to date, with no overdue items.
* Ensure servicing jobs are current.
* Raise issues promptly and work with the line manager to resolve them, maintaining high customer service standards.
Key Interfaces:
* Line Manager
* Customers
* Suppliers
* Engineers
* Other Service Controllers
* General Staff
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