Responsibilities
* To be the first contact for all After Sales Work instructions, ensuring the end customer is contacted according to the Main Contractors Service Level Agreements (SLAs)
* Log instruction in the internal database and allocate the Service engineers appointment within the allocated ‘emergency’ level as stipulated by the contractor in the works instruction
* Ensure the service engineers diary for the area is completed and up to date ensuring all days are filled to capacity
* To ensure all materials required are either logged under the Customer Complaint Form (CCF) procedure or replacement stock jobs are raised and signed off
* Ensure all materials are readily available for the engineers to collect prior to call to guarantee the call is completed first time
* Keeping all internal service call schedules up to date. Including Daily service instruction log, weekly diary for the engineers and Weekly service call log
* All information being processed is to be accurate, complete and concise
* Ensure the engineers completion site audit pros are sent back to the main contractor when job completed and closed down
* Ensure all Main Contractors portals are up to date with date instruction booked for completion date, and any correspondence applicable to the instruction
* Responsible for all CCF return management that arise from replacements, working closely alongside their designated engineer
* Ensure a smooth process is adopted for fault finding reasons
* To build solid and trusted relationships across stakeholders, customers and engineers
* To ensure all Emplas procedures and policies are adhered to
* This is not an exhaustive list and will be subject to any other duties or responsibilities as required by the demands of the business and appropriate to the grade and level of this role
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