KNOWLEDGE, SKILLS, AND EXPERIENCE

In order to set you up for success, we look for the following skills and experience:

• Excellent Customer service skills both over the phone and email
• Understanding mechanical terminology and associated work
• Strong IT skills with good working knowledge of all MS systems including excel
• Ability to work on own initiative
• Ability to communicate effectively at all levels.
• Reliable, honest, trustworthy, good timekeeper.
• Able to read and understand technical reports
• To be positive, co-operative and flexible at all times.
• Ability to work in a fast paced environment with conflicting priorities
• Ability to manage resources through planning and co-ordinating

ABOUT THE ROLE

The main focus of this role will be to co-ordinate the end to end management of servicing and repair activities, while managing and prioritising resources to ensure customer issues are resolved in a timely manner. Ensuring a high level of cooperation and communication across the business to deliver an excellent and consistent level of service.

WHAT YOU WILL BE DOING:

• To be responsible for the co-ordination of allocated engineers diaries, materials, labour and other necessary resources required for the efficient completion of any job.
• To action and quote for any additional repairs highlighted from engineers via any site visit reports, Service inspection reports, machine workshop inspections or direct feedback.
• Ensure compliance with all processes and dealer operating standards in accordance with the SMT GB Integrated Management System (SHEQ) Safety, Health, Environmental care and Quality.
• Address any H&S and/or Environmental concerns relating to case management
• To deputise at the request of the Service Delivery Manager, during periods of holiday or other absence when so authorised
• To bring to the attention of the Service Delivery Manager any ongoing or serious anomalies regarding costs incurred in jobs.
• Ensure adherence to Time Guides and technical information, and to close all jobs particularly warranty jobs in accordance with them.
• Support the Service Delivery Manager with identification of training and development of Engineers.
• Strive to meet relevant KPI’s prescribed from KPI dashboard.