The role leads the delivery of T&M and Small Works.
The role requires someone with an exceptional customer service ethos, strong organisational and effective communication skills. The principal aim of this role is to deliver and improve upon our existing service through a process of continuous development and maintenance of effective processes and procedures. A key requirement is the ability to communicate effectively with our E. ON customers.
Main Duties & Responsibilities
* Assist the Regional sales effort
* Deliver successful T&M and Small Works
* Oversee logistics requirements
* Ensure all warranty issues are managed effectively
* Ensure all Health & Safety aspects are organized – Method statement, Risk assessments
* Ensure all customer invoices are submitted on time with all necessary information in order that payment will be secured.
* Successful delivery of all works under their control, ensuring all works are delivered on time and at the margin approved at the point of sale
* Working with finance to ensure payments are made by the client within the terms and conditions of the contract
* Working with the administration team to ensure invoicing and applications are made promptly.
* Working with the administration team to ensure debt control is always within 60 days.
* Forecast labour requirements to help overall branch planning
* Management of overtime and other purchases within the agreed limits of responsibility
* Ensure all reports are submitted to clients within the agreed company performance targets
* Work with the administrators in the planning and scheduling of engineers to ensure customer requirements are met.
* Take the lead and own customer escalation issues through to conclusion
* Recognise the importance of procedures and processes and adhere to these to deliver a high standard of customer service
* Frequently interface and communicate with customers to assist with account development
* Liaise with internal colleagues to co-ordinate end-to-end delivery of Customer Service
* Highlight any training needs of the engineers
* Work confidently within a pressurised environment, multi-tasking between the different operational disciplines
* Complete the Engineering activities associated with some of the larger contracts
* Develop solid technical understanding of our key products, Siemens, Trend, and Tridium
Quantitative Information
* Support the Regional Sales effort
* Warranty management
* Project Backlog Review
* Customer escalation management - monthly
* Customer review meeting - when required
* Issue of monthly reports & dashboards to end customers
* Issue regular, accurate Order and Revenue forecast information to regional management
* Health & Safety management & reporting
* Supplier management
* Debt management and first-time chasing
* Commissioning Reports
* Preparation of O&M
KPI's of the Role
* Budget Management - Ensure effective management of operational costs and
* Supplier Management - Subcontractor & Product Manufacturers
* Customer Service - Deliver T&M & Small works and reporting
* Escalation Management - Deliver excellent customer service.
* Systems, Processes, and Procedures - Continuous development to ensure business improvement.
* E. ON Values & Corporate Responsibility - Demonstrate understanding of E. ON values, embrace and live them. Take corporate responsibility seriously and demonstrate adherence.
* Minimize GM degradation and protect As-Sold GM%
Working Relationships
* Manager - For guidance and escalation as required
o Cost management
o Warranty management
o Point of escalation
o Continuous improvement
o Activity updates & progress reporting
o Monthly report
o Monthly review meetings
* Peer Group - Supportive of joint business issues
o Activity updates
o Progress report
o Review Meetings
o Best Practice
o Technical Support
* Other Company Employees - Procurement, Support Staff, Sales Staff, Finance Staff
o Interaction on specific business escalations
o Problem solving
o Process and Procedure
o Review Meetings
o Customer management
o Best Practice
Other External Contacts – Suppliers for quotations, tasking, and progress chasing, as required
* Suppliers and subcontractors - Provisioning of services, use of other business tools.
Experience
Desirable Skills and Aptitudes
* Skilled Engineer
* Good Knowledge of HVAC Controls
* Ability to work under own initiative, but work as part of a team. Sales awareness
* Commercial awareness
* Technical expertise on multiple HVAC products
* Good attention to detail
* Exceptional time management and organisational skills. Self-motivated, responsible, and accountable
* Customer Service Skills – ability to communicate effectively both verbally and in writing. Use of Excel, Word & Outlook, and in-house Service Management database & Financial systems
* Job knowledge
* Customer Service / Information Management/ Commissioning Management
* This role, along with all company roles, has a responsibility to ensure all visitors and operatives in the workplace adhere to the ECS health & safety policies and procedures.
At E.ON everyone is welcome and respected. Our diverse backgrounds and experiences help us to connect with our customers and put them at the heart of all we do.
Our inclusive culture helps everyone to grow, thrive, and be their best, winning together.
Data Protection
E. ON Control Solutions Ltd takes the protection of data and specifically data held on behalf of its customers very seriously. It is the responsibility of all E. ON employees to familiarise themselves with E. ON’s Information Security Policies and associated documentation. These documents are freely available on the E. ON Intranet and should be fully understood
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