Fantastic position working with a great team. To be considered for this position you will have experience of booking out engineers to various sites and have working experience of dealing with KPI's and SLA's.
Due to the nature of the business our client is a very reactive environment and at times highly pressured, therefore the successful individual needs to be able to manage the expectations of the company in a professional, efficient and proactive manner. Through extensive training, continued support and leadership, every individual is part of a team and with this is in turn expected to support all departments where required. Key requirements:
Customer focused with the ability to build strong relationships both internally and externally
Self-motivated and focused with the ability to work well under pressure
Must be computer literate
Reactive planning background with geographical knowledge
Adaptable while thinking outside the box
Excellent organisation skills with the ability to multi-task
Ability to take ownership of the role and responsibilities
To ensure all Service Desk functions run smoothly within the Companies and Customers' expectations:
Daily planning of reactive jobs for engineers within specific regions in line with agreed SLA
Ensure team engineers are on schedule for completing all planned jobs and ensure actions are taken where changes/flexibility are needed in line with agreed SLA
Daily planning of service jobs for engineers within specific regions in line with agreed SLA
Ordering the correct materials/parts/kits for jobs, taking ownership to ensure kits are received in line with agreed SLA
Raising required passes/permits for upcoming jobs
Work with other internal departments to plan/complete required jobs in line with the needs of the company
Monitor incoming team and individual emails and action
Upload jobs from customers
Deal with incoming calls and action where required
Update customer portals in line with agreed SLA
Review closed jobs and post for invoice in line with agreed SLA
Being first point of contact for Customers within your specific region
Managing quotes and agreements for jobs
Liaise with internal departments to ensure communication is clear while doing the best for the Customer
With clear Management by objectives outlined within the role, daily reporting and quarterly/6 monthly reviews take place in line to support all individuals in their personal and professional goals while pushing the requirements of the business.
The following are identified as key result areas:
Overall Customer SLA
Completed legal service work
Outstanding jobs, specifically age of call
If you are looking for progression within your already successful career and would like to join this highly successful company then don't delay, apply today!!
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