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In your role as Reverse Vending Machine (RVM) Service Coordinator and Technical Support your responsibilities will include first point of contact via the telephone support line, coordinating, planning and scheduling service interventions and installations, responding to stock enquiries / queries.
GENERAL DESCRIPTION
Office based Edinburgh Region – Dayshift 08:00 - 16:30 - 1 Late Shift per week 14:00 - 22:00 - 1 weekend in every 4 with the days back in lieu - some bank holidays can be expected to be covered on a rotational basis.
Scheduling the field-based engineers and partners using our SICON system ensuring appropriate use of their skill sets whilst ensuring maximum productivity
* Follow internal processes to ensure the timely delivery of parts for engineers
* Ability to work under pressure positively and with enthusiasm to achieve the goals of the area and wider team
* Provide excellent support to customers calling in via the telephone and answering all email enquiries in a prompt and efficient manner
* Assisting the team in dealing with customer queries, raising cases for call-outs, quoted works and commissioning and providing timely updates
* Liaising with customers regarding system acceptance in accordance with Sielaff’s handover protocol
* Preparation of the acceptance protocol and handover to the customer
* Troubleshooting RVM systems. This includes initial fault analysis and solving via the telephone prior to engineer intervention
* Management of spare parts inventory, in particular ensuring the correct recording of parts / inputs and outputs and the correct, current vehicle inventory in each case using the ERP system
* Instructing operators (e.g. customer personnel) in operation, maintenance (e.g. daily / weekly cleaning), troubleshooting and preventative maintenance.
* Reporting the status of Reverse Vending Systems and if necessary how they can be improved
* At all times you are to respect the Sielaff brand by always being courteous, helpful and polite whilst undertaking duties
* Reporting all customer feedback to the business and articulating any live market learning that can enhance our product or service support
* Supporting the team with special tasks/projects
* Building a good understanding and level of competence with the company remote interface portal “Simon”
* Continuously monitoring trials and the status of reverse vending installations
* Bring to the attention of the UK team lead any irregularities relating to a trial or reverse vending machine performance either whilst on site or found through tracking on “Simon”
PERSONAL REQUIREMENTS
* You should always demonstrate your ability to be a team-player
* Social and communicative competence
* Persuasiveness and a reliable, solution-oriented approach to work
* Be customer-oriented, internally and externally
* Close cooperation with other organisational units, Service and Engineering
* Demonstrate a geographical knowledge of the UK (desirable but not mandatory)
* A background in technical support or mechanical knowledge
* Manage projects and people to be able to plan and co-ordinate resource to meet demand
* Have a solution bases approach with a can-do attitude
* Be open to an environment that can raise the unexpected
* You should work well under pressure in a polite and respectful manner
* Have an appetite to continually evolve and learn your skill set
ADDITIONAL REQUIREMENTS
Driver’s Licence would be beneficial
Valid Passport would be beneficial
Be able to provide evidence of relevant qualifications/s in similar positions.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
* Industries
Machinery Manufacturing
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