Main Purpose of the Role The Field Services Support Team is responsible for allocating field resources whilst ensuring Service Level Agreements are adhered to at all times. The primary function of the role is to provide support for Commercial Engineer both on a planned and emergency basis. This involves co-ordinating maintenance plans for Plant Rooms and ensuring there is a rapid response available should a breakdown occur. There is also a requirement to gain quotations for work and parts required, processing invoices and liaising with Clients regarding work carried out. In addition to the primary task of co-ordinating all commercial work the post holder will also support the domestic engineer workforce in the back-office function, contacting residents to arrange access for jobs, scheduling work, and answering phone calls from engineers in the Field. Main Accountabilities Primary Tasks Preparing and co-ordinating maintenance visits – Our Plant Rooms must have a firm maintenance visit programme, monthly, bi-annually and on an annual basis, each visit contains a different set of checks. Paperwork must be completed by the engineer with the correct level of detail and retained for audit purposes, responsibility for the paperwork lies with the Plant Scheduler. Emergency faults – From time to time a fault may occur and must be reacted to within agreed SLA’s with the respective clients. This will involve moving resource around and reorganising planned work for another day. Scheduling, Engineer Allocation – Assign all maintenance work, remedial visits and emergencies to the relevant engineers to ensure travel time etc. is minimised and efficient and effective use of resource is achieved. Contract adherence and client Liaison – Each Plant Room has a contract which we must adhere to and in some cases work and costs required for a Plant Room must be agreed by the Client. The Plant Scheduler must either liaise with the Client or the relevant Key Account Manager. Project Coordination – Assist with the programming and scheduling of any project works such as taking on a new Plant Room where inspections must be programmed prior to contract agreement. Call Handling – to support the Engineer Helpline where engineers in the Field need support, this can include booking holidays, ordering parts, checking job instructions etc. Secondary Tasks Timesheet Management – participating in the timesheet management process to ensure all engineers are paid correctly, for core work, overtime and call outs. Quotations & Invoicing – Produce quotations in line with the guidance provided for pricing. Follow up on any outstanding quotations with clients and our client account managers. This includes raising purchase orders and processing completed works via our bespoke invoicing database to ensure full profitability of the commercial business area. Health & Safety Flags – Update and maintain any reported H&S flags within the SMART Serve application immediately escalating any H&S issues through the companies designated escalation procedures. Meeting Minutes – Take and distribute minutes for the plant team meetings and general plant meetings. Distributing to the relevant colleagues/clients as instructed. Reporting – Produce the following reports: PPM Plan and Status; WIP Status; Fault history Visit records for all Plant Rooms Key Skills and Behaviours Required Excellent communication skills. Comfortable with use of telephone systems. The ability to liaise with both Customers and Engineers over the telephone in a professional, highly organised and professional manner. Strong Administration skills and attention to detail. Experience of scheduling and co-ordinating resource. Purchasing and invoicing knowledge. Geographic awareness of the UK. Comprehensive PC Skills including the familiarity of the Microsoft Office Package (Excel, Word, Outlook, SharePoint) Ability to work under pressure and with little supervision. Knowledge, Training and Relevant Experience to do the job Educated to GCSE ‘O’ level standard or NVQ level 2 or 3 in customer service or administration. Switch2 Energy is an Equal Opportunities employer.