Reports to: Service Control Supervisor
Direct Reports: None
Location: Elland - Halifax
Purpose of the role:
- To supervise all maintenance and repair activities within a geographical area.
- To provide effective customer service and build relationships with both internal and external customers.
- To action customer repair, maintenance and breakdown requests in a timely and cost effective manner.
- To monitor and organise all service inspection contracts.
- To work within a service team and to liaise effectively with all other departments.
- To prioritise work effectively ensuring all documentation is accurate.
- To ensure all information is correctly entered into in-house software systems accurately with sufficient and suitable information.
Responsibilities:
- To take customer calls and log repair notifications.
- To allocate appropriate Field Service Engineer response to meet customer requirements.
- Maintaining established and new contract plans. Ensuring that all scheduled maintenance contracts are managed in a timely and cost efficient manner.
- Liaise with UK service supervisor and Service Manager regarding any issues that may arise.
- Keep customers updated on the reported job progress.
- Deal with day to day queries from both internal and external customers.
- Ensure all jobs are entered onto the appropriate in-house computer system.
- To ensure maximum utilisation of Field Service Engineering resource according to capacity and geographical location.
- To reschedule jobs and resources according to emerging customer needs and resource availability.
- Ensure all service records are received from the appropriate Field Service Engineer and are accurate.
- To ensure that all field service vehicle parts sales are recorded accurately and promptly.
- Provide data and supporting evidence to internal and external customers regarding service work that has been completed and or is outstanding.
- To effectively liaise with customers regarding enquiries.
- To provide further assistance to other team members when requested.
- To work with all departments, particularly with projects that are being explored or implemented.
- Undertake any other duties consistent with the purpose of this job or to support the needs of the business.
Key Result Areas:
- KPI’s to be monitored.
- Up to date and clear administration.
- Safety defects outstanding.
- Overdue services.
- To keep WIP at a manageable level.
- Administration of aged jobs and invoice queries
- Effective time management and allocation of resources.
- Effective and efficient planning of Field Service Engineers (including 3rd party Engineers) working hours.
- Effectively manage customer enquiries.
- Monitoring engineers documentation.
- Ensure best practices are used when distributing field service engineer’s jobs.
