About The Role Role Overview The role is responsible for managing the Field Service Engineers (FSE’s) resource diary.
Due to the nature of the Support Services business many of these areas are subject to SLA’s, key performance indicators and balanced scorecard assessments. Developing and sustaining excellent customer relations whilst ensuring the commercial impact of accounts are upheld, are primary objectives of the role.
Key Responsibilities
1. Dispatch and control efficient schedules for all engineers in reference to PMV’s, reactive and scheduled call outs and quoted works.
2. Checking system as your first job to ensure all engineers are logged in to resource management and on target
3. Liaising/chasing engineers throughout the day regarding SLA’s
4. Working alongside the engineers to make sure all relevant RAM’s, permits, change requests are sent to customers / third parties
5. Updating CRM portal with eta’s where applicable
6. Provide first point of contact for scheduling support
7. Central point of contact between Helpdesk and Service Engineers
8. Assist with retrieving engineer Service Reports
9. Ensuring performance targets are achieved and SLA’s are met, and the service team continues to improve and develop
10. Help support and manage Engineer Holiday/absence requests
11. Liaising between internal departments to resolve any customer issues
12. Assist to identify and resolve all issues in normal operations and manage all communication for all schedule disruption
13. Dispatch and control efficient schedules for all engineers in reference to PMV’s, reactive and scheduled call outs and quoted works.
14. Checking system as your first job to ensure all engineers are logged in to resource management and on target
15. Liaising/chasing engineers throughout the day regarding SLA’s
16. Working alongside the engineers to make sure all relevant RAM’s, permits, change requests are sent to customers / third parties
17. Updating CRM portal with eta’s where applicable
18. Provide first point of contact for scheduling support
19. Central point of contact between Helpdesk and Service Engineers
20. Assist with retrieving engineer Service Reports
21. Ensuring performance targets are achieved and SLA’s are met, and the service team continues to improve and develop
22. Help support and manage Engineer Holiday/absence requests
23. Liaising between internal departments to resolve any customer issues
24. Assist to identify and resolve all issues in normal operations and manage all communication for all schedule disruption
25. Ensure all procedures are followed, along with monitoring the engineer’s response to service calls received during the course of their duties
26. Ensure that any complaints received are dealt with in a professional manner and all actions taken reported to relevant Management
27. Carry out any other duties as requested by Management
28. Highlight any Training requirements for Engineers
29. Booking of engineering resource / Logistics / Travel
30. Raising of accurate escalations in a timely manner
31. Relationship management with the FSE’s.
32. Weekly Touch-point meetings, reports and chairing of conference calls.
Desirable Skills
33. Experience of incident based ticketing systems
34. Working closely with the Customer Service Manager to develop process and best practice.
35. Experience of CRM systems, (desirable to be Microsoft Dynamics)
36. Experience of SAP (desirable)
37. Experience of working in an AV / VC technology arena
38. Previous Customer Service experience