Reports to
: Service Control Supervisor
Direct Reports
: None
Location
: Elland - Halifax
Purpose of the role:
* To supervise all maintenance and repair activities within a geographical area.
* 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 monitor and organise all service inspection contracts.
* 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.
Responsibilities:
* To take customer calls and log repair notifications.
* To allocate appropriate Field Service Engineer response to meet customer requirements.
* Maintaining established and new contract plans. Ensuring that all scheduled maintenance contracts are managed in a timely and cost efficient manner.
* 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 ensure maximum utilisation of Field Service Engineering resource according to capacity and geographical location.
* 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 are accurate.
* 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:
* KPI's to be monitored.
* Up to date and clear administration.
* Safety defects outstanding.
* Overdue services.
* To keep WIP at a manageable level.
* Administration of aged jobs and invoice queries
* Effective time management and allocation of resources.
* Effective and efficient planning of Field Service Engineers (including 3rd party Engineers) working hours.
* Effectively manage customer enquiries.
* Monitoring engineers documentation.
* Ensure best practices are used when distributing field service engineer's jobs.