Reports to: Service Manager – Gloucester Operations
Overall purpose of the job:
- To supervise maintenance and repair activities for Civilian and Military contracts.
- To provide effective customer service and build relationships with both internal and external customers.
- To action customer repair’s, maintenance and breakdown requests in a timely and cost effective manor.
- To monitor and organise all service and pre planned work.
- 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.
- To managed goods in and out of Gloucester stores.
Responsibilities
- To take customer calls and log repair notifications.
- To lease with service manager to allocate the appropriate Field Service Engineer 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 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 book engineers onto customers sites, ensuring all the correct paperwork has been completed.
- To book parts to jobs and allocate them to the engineers.
- To book stock into stores and ensure stock levels are correct.
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.
Standards of Performance
- To maintain and develop current processes and procedures in the upkeep of the internal documentation.
- To maintain a high standard of customer service at all times.
- To actively play a part in the planning and coordinating of all service work that is due to be carried out.
- Develop own competence to meet requirements of job.
- Undertake any other duties consistent with the purpose of this job.
Person Specification:
- Ability to troubleshoot and put forward new ideas to improve processes within the department.
- Ability to prioritise own work and work within the department to assist others.
- Ability to make decisions based on incomplete information which has been filtered through others.
- Confidence to put forward views and contribute to the development of the department.
- Excellent communication skills.
- Excellent planning skills.
- Able to work under pressure.
- Demonstrate commitment to personal professional development.
• To demonstrate self-motivation in achieving own and departmental objectives.
• Willingness to learn from mistakes.
• Willingness to learn other skills within the department.
• Ability to demonstrate positive customer service skills.
• Ability to develop interpersonal and communication skills.
• Ability to model the Terberg values and behaviours.
• Ability to adapt to organisational changes.