Key Responsibilities:
* Providing support to the client and answer calls and emails in a professional and timely manner
* Determine the nature, priority of faults based on information provided by the client
* Liaise closely with site teams and head office, ensuring accurate processing of quotations and purchase orders
* Managing the supply chain and drive them to attend within required SLA's
* Driving the engineering team to attend to all callouts within required SLA's
* To obtain a comprehensive understanding of the scope of the contract and ensure that all work is carried out in accordance to the contract scope and not outside of this
* Raise and assign work orders to relevant resources
* Actively identify and implement innovation across the contract to enhance performance and continue to meet client expectations
* Monitoring calls received from the customer through to call completion and updating records
* Allocation of internal engineers to call outs and maintenance visits, driving the engineering team to attend to all callouts within required SLA's.
* Ensure QHSE documentation is maintained and readily available using company systems
* Manage system as a key user on site including PPM records, reactives and reporting
* Maintain people records such as new starters, leavers, general staff changes, contact details, etc
* Effective communication with all levels of internal teams and external customer
* Familiar with daily operations and the specific scope of the contract
* Undertake any other duties as requested by the Contract Manager, Lead Contract Support, or Finance & Contract Support Manager
Training
* Proficient using Outlook, Word, Excel, Access and PowerPoint.
* Excel skills to include basic functions, v-lookups, etc.
* Experience of using Dynamics, Concept, Maximo