Publisert i: Ingeniørarbeid i South East England | Posted: |
Objectives of the role
* To action the calls into the breakdowns in box – triage the calls and deploy the correct staff
* To manage all calls into the service system
* To update the planner for labour resource
To order parts for the repairs / service jobs
Main duties and responsibilities
* To be responsible for logging all of the breakdowns in the email box and called directly into the office in our service system
* To communicate with the customers to triage the issues and try to resolve over the phone
* To book the works in the resource planner – to discuss with the engineer the nature of the call
* Despatch them to site through the internal system with correct admin and parts
* To confirm with the engineer when the works are completed and obtain all of the 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 look for trends for service breakdowns, parts failures and engineer issues
Requirements
* Computer literate
* System centric
* Ability to work in a fast paced environment
* Need to be used to handling difficult customers
* Previous service planning would be advantageous
Engineering knowledge would be essential – Commercial Boilers or Chillers
