Job Purpose:
To receive calls from client stores and assist with enquiries/log jobs/chase open work orders through to completion. To manage engineers’ workload by effectively planning and organising their schedules for the day/week/month with both reactive and PPM jobs. To support the client by maintaining accurate records of engineers’ attendance and completion of jobs.
Key Accountabilities:
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Manage engineer’s workload per region and ensure clear directives are provided.
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Support client by maintaining accurate information on engineer attendance and completion to a satisfactory resolution with attention to detail.
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Liaise with store staff and engineers.
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Meeting set SLA guidelines, as agreed by client, through effective management of engineer resources and up to date information of calls and systems to stop escalations.
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To produce reports on regional productivity as and when required.
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Demonstrate continuous improvement to achieve increased level of support to client.
Knowledge, Skills and Abilities:
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Educated to GCSE / Standard Grade level as a minimum.
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Strong communication skills, both written and verbal
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Excellent planning, organising, prioritisation skills.
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Excellent attention to detail