Support Specialist

at  Amthal Fire Security

JOB DESCRIPTION

Role: Support Specialist – Maintenance Planner

ROLE OVERVIEW

An exciting opportunity for a driven individual who is looking to become part of
an ambitious and growing business. You will be joining our established and
successful organisation and become a valued member of our operations team.
The role utilises the latest SaaS technology systems and requires continues two-
way communication to successfully coordinate the engineering team. An
individual with the ability to confidently learn and operate new software systems
would thrive in this position.
All aspects of the role must be performed in line with the business’s values to
realise our vision by providing unrivalled customer experience and professional
service to our clients. The position requires high levels of self-motivation,
organisation and must be performed with integrity and dedication. In return we
are committed to empowering and developing exceptional talent, maintaining
our friendly and supportive environment to ensure we get it right first time every
time.

KEY RESPONSIBILITIES

• Prepare the preventive maintenance schedule monthly in line with company KPI’s.
• Maximise technician time by ensuring effect scheduling.
• Identify if SSP’s are required, and work with the partner specialist to ensure the scheduling.
• Review and effectively reschedule jobs that have not completed.
• Communicate and build relationships with our customers,
• Deliver an unrivalled customer experience by answering customer calls, in line with the company

target of 80%+ within 15 seconds.

• Respond to customer emails within 48hours to ensure efficient communication.
• Administrating job reports from the field engineers.
• Raising customer invoices within 7 days of engineer attendance.
• Responding to reactive works in a proactive way, Raising further works, and quoting requests

within 24 hours, from engineer job reports.

• Work inline with relevant KPI’s to ensure we are meeting customers SLA’s and our accreditation.
• Manage and prioritise your workload in a fast-paced environment
• Working closely with all members of the operations team
• Working closely with account managers to provide a high level of customer service
• Be involved in supporting new customer support software’s.
• To provide cover to colleagues in the operations department when the need arises
• Answering emails & telephone calls from internal colleagues
• Utilising Amthal’s and client’s SaaS software packages including simPRO, Fix Flow & Pro Net

We are committed to equality of opportunity for all staff and applications
from individuals are encouraged regardless of age, disability, sex, gender
reassignment, sexual orientation, pregnancy and maternity, race, religion
or belief and marriage and civil partnerships.