Grade: 12
Location: Warrington
Contract: Full-time, permanent
About The Role
The main focus of this role will be to co-ordinate the end to end management of servicing and repair activities, while managing and prioritising resources to ensure customer issues are resolved in a timely manner. Ensuring a high level of cooperation and communication across the business to deliver an excellent and consistent level of service.
What you will be doing:
* To be responsible for the co-ordination of allocated engineers diaries, materials, labour and other necessary resources required for the efficient completion of any job.
* To action and quote for any additional repairs highlighted from engineers via any site visit reports, Service inspection reports, machine workshop inspections or direct feedback.
* Ensure compliance with all processes and dealer operating standards in accordance with the SMT GB Integrated Management System (SHEQ) Safety, Health, Environmental care and Quality.
* Address any H&S and/or Environmental concerns relating to case management
* To deputise at the request of the Service Delivery Manager, during periods of holiday or other absence when so authorised
* To bring to the attention of the Service Delivery Manager any ongoing or serious anomalies regarding costs incurred in jobs.
* Ensure adherence to Time Guides and technical information, and to close all jobs particularly warranty jobs in accordance with them.
* Support the Service Delivery Manager with identification of training and development of Engineers.
* Strive to meet relevant KPI’s prescribed from KPI dashboard.
Requirements
What you'll need:
In order to set you up for success, we look for the following skills and experience:
* Excellent Customer service skills both over the phone and email
* Understanding mechanical terminology and associated work
* Strong IT skills with good working knowledge of all MS systems including excel
* Ability to work on own initiative
* Ability to communicate effectively at all levels.
* Reliable, honest, trustworthy, good timekeeper.
* Able to read and understand technical reports
* To be positive, co-operative and flexible at all times.
* Ability to work in a fast paced environment with conflicting priorities
* Ability to manage resources through planning and co-ordinating
Desirable:
* Previous knowledge of invoice management desirable
* Ability to read and understand parts catalogues desirable
Benefits
What We Offer You
In addition to a competitive salary, you will have access to the following benefits:
* 5% Employer Pension contribution
* 25 days annual leave + Bank Holidays
* Cycle to Work Scheme
* Life Assurance 4 x annual salary
* Yulife – Wellbeing App offering discounts and vouchers
* Financial/Physical/Mental Health Counselling and Coaching sessions
* Free Will writing service
* EAP, which includes 24/7 Doctor access
* Healthshield – Cashplan for all employees
* Family Friendly policies
* Company events