Job Purpose
1. Triage and process automatically generated alarms from Refrigeration systems.
2. Investigate manually raised jobs via remote diagnostic checks of the BEMS systems and resolve where possible
3. Answer inbound, and make outbound, calls in a professional manner. Follow call scripts and capture relevant data in compliance with the agreed guidelines
4. Provide technical support to the field engineering teams and complete all administrative duties as required
Principal Accountabilities
5. Triage Refrigeration alarms with a high focus on response times and quality of service
6. Resolve store logged jobs via remote diagnostic checks/alterations of the BEMS systems to prevent engineer attendance where possible
7. Identify the root cause of faults, whenever possible, and communicate this to the relevant engineering resource
8. Utilise the in-house software systems to ensure that all issues are logged, updated and followed through to resolution
9. Respond in a prompt and professional manner to requests for support for the Field Operations teams via telephone/email
10. Identify and rectify or escalate any issues with equipment not set to the agreed specification
11. Work with internal and external stakeholders to ensure a high level of equipment connectivity via the City network infrastructure
12. Advise the store colleagues of any repair/maintenance issues that are likely to affect the operation of their business
13. Represent the company in a professional manner at all times and develop a good working relationship with engineers, sub-contractors and Client colleagues
14. Attend training courses as and where necessary and to ensure personal job skills keep pace with technical developments
15. Comply with the Company Health and Safety Policy at all times
16. Work with City and Client colleagues to ensure laid-down standards of quality are maintained
17. Comply with any other reasonable request or instruction from the Line Manager
Skills / Experience Required
18. Must be IT Literate – strong knowledge of MS Office Packaged – Excel, Word, Powerpoint
19. Strong communication skills – written and verbal
20. Helpful / friendly manner
21. Customer focussed
22. Self-motivated
Our client are flexible on your background, all training will be provided, the main experience they are looking for is someone who is IT Literate (strong user of Microsoft Word, Excel and PowerPoint) and a strong communicator (written and verbal).