Job Description

• Manage the planning of service work, taking due account of type of work, engineer availability, work duration and client requirements and allocate work to direct engineers or Approved Service Centres
• Ensure effective liaison with internal and external customers.
• Manage customer requests for service via telephone, e-mail, letter, system generated, planned preventive maintenance schedules, etc. Input work requests to computer systems in accordance with procedures
• Organise appointments and ensure attendance, including management of abortive visits
• Ensure spare parts are supplied to the direct engineer/site/ASC prior to the appointment
• Ensure that service delivery requirements are captured within the system and are effectively communicated to support efficient delivery of these services
• Deliver high quality standards of customer service to internal & external customers
• Demonstrate the highest level of customer care and relationship management at all times
• Maintain the records and progress of each job undertaken, keeping records of all site variations, utilising computerised systems for all works as necessary
• Quote and invoice directly and accurately to clients, dealing with any resulting follow-up visits or queries

Required Knowledge, Skills, and Abilities