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First Military Recruitment is currently supporting our client in the search for a Breakdowns Manager.
You will be joining a well-established and expanding business within the HVAC industry. Our client stocks a full range of Chillers, Boilers, Heaters, Air Conditioners, Air Purifiers, and Dehumidifiers. They manufacture their containerised Boilers and also service and maintain their hire fleet, delivering pristine hire equipment to customers across the country.
Our client is keen to offer opportunities to Ex-Military personnel, but all applications will be considered.
Duties and Responsibilities:
* Action calls into the breakdowns inbox – triage the calls and deploy the correct staff.
* Manage all calls into the service system.
* Update the planner for labour resources.
* Order parts for repairs and service jobs.
* Log all breakdowns in the email inbox and directly called into the office in the service system.
* Communicate with customers to triage issues and attempt to resolve over the phone.
* Book work in the resource planner and discuss the call with the engineer.
* Dispatch engineers to site with correct admin and parts.
* Confirm with the engineer when work is completed and obtain all paperwork, parts used, and photographs.
* Update the customer once completed.
* Update both the resource planner and the service system.
* Action weekly reports to the line manager to identify trends in service breakdowns, parts failures, and engineer issues.
Skills and Qualifications:
* System-centric mindset.
* Ability to work in a fast-paced environment.
* Experience in handling difficult customers.
* Previous service planning experience would be advantageous.
* Engineering knowledge of Commercial Boilers and Chillers is essential.
* Time served as an engineer within the hire industry would be an advantage.
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