Reports to: Service Control Supervisor
Direct Reports: None
Location: Elland - Halifax
Purpose of the role
* To support with the supervision of all maintenance and repair activities.
* To provide effective customer service and build relationships with both internal and external customers.
* To action customer repair, maintenance and breakdown requests in a timely and cost effective manner.
* To work within a service team and to liaise effectively with all other departments.
* To prioritise work effectively ensuring all documentation is accurate.
* To ensure all information is correctly entered into in-house software systems accurately with sufficient and suitable information.
* To cover any regional controller absence/sickness.
* To assist with Administration for both the service and admin team when required and record data accurately.
Responsibilities
* To take customer calls and log repair notifications.
* To allocate appropriate Field Service Engineer response to meet customer requirements.
* Liaise with UK service supervisor and Service Manager regarding any issues that may arise.
* Keep customers updated on the reported job progress.
* Deal with day to day queries from both internal and external customers.
* Ensure all jobs are entered onto the appropriate in-house computer system.
* To reschedule jobs and resources according to emerging customer needs and resource availability.
* Ensure all service records are received from the appropriate Field Service Engineer and passed to technical team for assessment.
* To ensure that all field service vehicle parts sales are recorded accurately and promptly.
* Provide data and supporting evidence to internal and external customers regarding service work that has been completed and or is outstanding.
* To effectively liaise with customers regarding enquiries.
* To provide further assistance to other team members when requested.
* To work with all departments, particularly with projects that are being explored or implemented.
* Undertake any other duties consistent with the purpose of this job or to support the needs of the business.
Key Result Areas
* Effective time management and allocation of resources.
* Effectively manage customer enquiries.
* Monitoring engineers documentation.
* Ensure best practices are used when distributing field service engineer’s jobs.
Why You’ll Love Working Here
* 25 days holiday plus Bank Holidays: this is based on a 5 day working week (pro rata to 20 days plus Bank Holidays for a 4 day working week)
* Enhanced Pension Scheme and DIS Benefit: The company contributes 5% of total salary into our pension scheme, and 3x basic salary Death In Service.
* Employee Assistance Programme: Access a 24-hour helpline for support with life's challenges, including stress & anxiety, bereavement, relationship advice, tenancy & housing concerns, counselling, financial wellbeing, legal information, substance issues, family matters, childcare support, medical information, and consumer issues.
* Health Shield Medical Cash Plan: All employees receive membership to a company-funded medical cash plan. This scheme allows you to claim cash back for medical expenses, including prescriptions, dental, optical, physiotherapy, specialist consultations, X-rays, and MRI scans.
* GP Anytime: Enjoy access to GP services anytime with our online 24/7 appointment service, featuring on-demand appointments, unlimited consultations, no capped appointment times, and convenient prescriptions.
* Training and Development: We offer mandatory equipment training, a Management Development Programme, and opportunities to upskill through apprenticeships.
* Cycle to Work Scheme: Save on commuting costs and stay healthy with our cycle to work scheme.
* Occupational Health Support and Health Surveillance: Ensure your well-being with our comprehensive occupational health support.
* My Benefits Platform: Enjoy discounts from high street retailers, health & wellness services, entertainment & days out, and home & DIY products.
* Independent Free Mortgage Advice: Receive free, independent advice on mortgages to help you make informed decisions.
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