Service Support Administrator
Location: Olney
My client is a well-established Fire & Security company looking for an experienced Service Controller to join the team.
Package: £25-27,000, Full time – office based (Mon-Fri) - 23 days’ annual leave + Bank Holidays
Main Responsibilities:
1. Prepare reports on issues relating to engineer attendances, timekeeping, out of hours call activities and general performance to pass to the Service Manager.
2. Monitor phone system and client emails to ensure all client calls are acknowledged and logged promptly.
3. Manage the company escalation rota for out of hours support and communicate it to the ARC and the Directors.
4. Produce service productivity analysis reports and commentary on problem areas with action plans to recover poor performance.
5. Review service engineer’s timesheets and present payroll information to the Service Manager monthly in accordance with deadlines.
6. Resolve reported faults by telephone where possible, liaising with technical staff as necessary to avoid unnecessary engineer attendance.
7. Ensure requirements for preventive maintenance visits are undertaken in conjunction with the Service Manager or his delegate, and maintain schedules of contracted maintenance work for relevant customers.
8. Action requests from engineers for replacement service stock ensuring items are ordered without undue delay.
9. Provide data for and attend customer performance review meetings with the Service Manager, Operations Manager / Account Manager as required.
10. Facilitate communication with designated national account customers by working with account managers and sales staff.
11. Monitor the ordering of materials to complete service faults and ensure follow visits are attended efficiently to reduce fix times, escalating noncompliance to the Service Manager and Operations Manager.
12. Ensure returned equipment from service engineers complies with company procedures.
13. Receive service requests by telephone and email from customers, accurately ascertaining the details of reported faults while promoting the company's responsive image.
14. Organize the engineers' working day to attend to reported faults, ensuring maximum cost-effective use and deployment of resources.
15. Update the Service Mentor computer system (CASH) with accurate details of calls received.
16. Produce service statistical information and reports using the Mentor system on customer sites as required.
17. Prepare monthly chargeable service schedules in accordance with Company cut-off dates.
18. Report any serious engineering, administrative, or customer relationship issues to the Service Manager without delay.
19. Address any Health and Safety issues relating to the service engineers.
Knowledge & Experience:
1. Previous experience in a similar role is desirable.
2. Excellent communication skills.
3. Ability to work under pressure.
4. A good understanding of customer service procedures and policies.
If you are local to the area and seeking a new Scheduling position, please apply now. If your application is successful, a 4way member will be in touch.
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