Responsibilities:
* Manage and operate customer-specific portals and breakdown reporting systems.
* Respond to customer calls and emails. Provide excellent technical customer service. Use fault diagnosis and remote guidance to resolve customer breakdowns over the telephone or provide the engineering team with all relevant and accurate details required to complete the necessary work on the first visit.
* Manage workflow. Be responsible for ensuring the timely and effective flow of work through the TCS department. Ensure telephones are answered within set targets and inbound emails are distributed or dealt with within set targets.
* Manage customer complaints. Log and progress customer complaints through to completion, coordinating with other departments where necessary, and feedback to relevant parties ensuring customer satisfaction throughout. Identify and resolve root causes of issues and errors to prevent re-occurrence.
* Create service requests. Create notifications and service orders for processing by the planners. Ensure master data is correct to eliminate the risk of errors and credits. Use fault diagnosis training to record accurate and relevant information for the engineering team and record any details relevant to planning.
* Self-improvement: create and complete a development plan with the TCS Manager to drive self-improvement.
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