Service Support Administrator

Olney

My client is a well-established Fire & Security company looking for an experienced Service Controller to join the team.

Package

£25-27,000

Full time - office based - 9-5.30pm (Mon-Fri) - 23 days' annual leave + Bank Holidays  

Main Responsibilities

To prepare reports on issues relating to engineer attendances, timekeeping, out of hours call activities and general performance and pass to the Service Manager. 
Daily monitoring of phone system and client emails to ensure all client calls are being acknowledge and logged as quickly as possible
To prepare and manage the company escalation rota for out of hours support and communicate to the ARC and the Directors.
To produce service productivity analysis reports and commentary on problem areas with action plans to recover poor performance.
To review service engineer's timesheets, and to present payroll information to the Service Manager on a monthly basis in accordance with deadlines
Where possible seek to resolve reported faults by telephone, liaising with technical staff as necessary, to avoid unnecessary engineer attendance.
In conjunction with the Service Manager, or his delegate, ensure that requirements for preventive maintenance visits are undertaken. Maintain schedules of contracted maintenance work for relevant customers.
Receive and action requests from engineers for replacement service stock ensuring items are ordered without undue delay

To provide data for, and to attend customer performance review meetings with the Service Manager, Operations Manager /Account Manager as required. 

To work with account managers and sales staff to facilitate communication with the designated national account customers
To monitor the ordering of materials to complete service faults and ensure follow visits are attended to efficiently to reduce fix times, and to escalate noncompliance to the Service Manager and Operations Manager.
To monitor and ensure equipment, where applicable, is returned by service engineers to Olney in accordance with company procedure
Receive service requests by telephone, email, from customers, ascertaining the details of reported faults in an accurate manner, and promoting the image of the company as a responsive organisation.
To liaise with, monitor and organise the engineers working day to attend to reported faults, ensuring maximum cost effective use and deployment of resources.

Update the Service Mentor computer system (CASH) with accurate details of calls received
To produce service statistical information and reports using the Mentor system on customer sites as and when required
To prepare monthly chargeable service schedules in accordance with Company cut off dates.

Report any serious or significant engineering, administrative or customer relationship issues to the Service Manager without delay.

Ensure that any Health and Safety issues relating to the service engineers are addressed
Knowledge & Experiences

Previous experience in a similar role would be desirable
Excellent communication skills
Ability to work under pressure
A good understanding of customer service procedure and polices
 If you are local to the area and seeking a new Scheduling position, then please apply now. If your application is successful a 4way member will be in touch