Northampton, England, GB
1d ago

Job Description

Job Objectives and Responsibilities

Build and maintain effective professional customer relationships and communications

Help manage customer service delivery and communications as part of the service department

Allocation of service engineering resource to delivery contractual service requirements

First line technical support to customers regarding electronic security systems

Communication and liaison with the service team, engineering installation, projects and design teams and subcontractors and equipment suppliers

Identifying additional revenue opportunities for systems services through existing clients

  • Ensuring efficient engineer utilisation through resource management
  • Main Duties

    Dispatch and control efficient schedules for all regional engineers for PPM, reactive call outs and quoted works

    Ensuring that performance targets are achieved and SLA’s are met and that the service team continues to improve and develop

    Checking system as your first job to ensure all engineers PDAs are logged on / travelling to site or on site

    Liaising / chasing engineers throughout the day regarding SLA’s

    Ensuring where applicable services are booked via the correct contact / portal

    Working alongside the above to make sure all relevant RAM’s, permits, change requests are sent to customers / 3rd parties

    Updating customer portals with jobs references, eta’s where applicable

    Provide first point of contact for technical support assistance to our customers for electronic security systems, any general contract matters

    Liaising between internal departments to resolve any customer issues

    Assist to identify and resolve all issues in normal operations and manage all communication for all schedule disruption

    Ensure that all procedures in place within the BMS are followed, along with monitoring the engineers response to service calls received during the course of their duties

    Ensure that any complaints received are dealt with in a professional manner and all actions taken reported to the relevant Management

  • Carry out any other duties as requested by Management
  • Person Specification

    Experience of working in a national technical service based service desk

    Team player who is capable of working autonomously in support of engineering teams and customer enquiries

    Excellent customer relationship skills with professional telephone manner

    Advanced communication and organisational abilities

    Commercially astute, used to a contract operating environment with SLA’s and KPI’s

    Excellent geographical knowledge

    An outgoing and calm approach that helps to build excellent working relations and a harmonious environment

    Ability to provide the best customer service whilst operating within defined contract terms and processes

    Familiarity with CASH for windows or equivalent is desirable

    Additional Information

    Health and Safety responsibilities

  • Follow Group and company policies and procedures at all times;
  • Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
  • Use all work equipment and personal PPE properly and in accordance with training received;
  • Report any issues or training needs to your Line manager and / or via your divisional incident reporting system;
  • It’s the little things that count -

    On top of the usual rewards you'd expect to see from a large company, such as - holidays, pension, childcare vouchers and cycle to work schemes, we also provide many extra benefits to enhance our people's well-being and enjoyment at work.

    Note :

    This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken.

    Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder’s role and / or the needs of the business.

    For all internal applicants, please note Terms and Conditions are non-transferable

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