Job Description

It is essential, working in this area which is highly regulated (i.e. O License, LOLER regulations) for colleagues to have mechanical knowledge, currently or previously worked as a vehicle technician and hold an NVQ Level 3 or City and Guilds 381 & 382 qualification and demonstrate a working knowledge of Microsoft Office.

You will be required to work 35 hours per week, within the office hours of 08:00 to 17:30 Monday to Friday. In addition, some Saturday morning working may be required.

Job Purpose

• To make sure that the Technical Services department is functioning with control and efficiency.
• To ensure on-line authorization, vehicle downtime & telephone performance targets are achieved.
• To ensure that the day to day operation of the Team delivers against the customer’s expectations and SLA’s.
• To ensure that the quality and volume of authorizations issued, are in line with the department targets.
• To ensure effective recovery of costs where appropriate (i.e. car hire/ maintenance recharges).

Responsibilities

• Maintenance authorization on 1link.
• Provide technical support to all fleet customers.
• Management of vehicle downtime to reduce costs.
• Proactive maintenance/SMR scheduling.
• To proactively manage and effectively control the maintenance budget through a combination of vast industry knowledge, best practice and cost effective authorization of vehicle repairs.
• To deliver service standards in line with department SLA's.
• To effectively manage vehicle downtime, relief vehicle charges, ancillary equipment compliance through a combination of best practice and cost effective authorization of vehicle repairs.
• To ensure that the highest level of service and professional assistance is provided to our suppliers and customers through effective communication.
• Support and assist the Vehicle Service Management teams.
• To obtain authorization for fleet managed and rechargeable repairs.

Process

• Take ownership of supplier / customer issues
• Demonstrate open communication
• Feedback on performance v’s plan
• Work within a multi team structure
• Work to agreed personnel and team objectives
• Demonstrate support for management team and other areas of the business
• Ensure that departmental SLA’s are achieved.

The following competencies are essential in a candidate:

• Achievement Drive : Seizes opportunities to achieve and exceed both business and personal objectives
• Building Relationships : Puts sustained effort into building influential relationships
• Customer Focus : Dedicated to meeting and exceeding the expectations and requirements of customers
• Developing Self & Others : Has the ability and interest to take responsibility for own development and actively encourages and supports the development of others
• Judgment & Decision-making : Demonstrates a readiness to make quality decisions, based on logical analysis or information and can organize them
• Team Working : Works co-operatively and productively with all colleagues

Required Knowledge, Skills, and Abilities

We are looking for a highly motivated individual who can make decisive assessments of vehicle issues with an ability to provide direction to suppliers to facilitate the return of the vehicle to service in the most efficient way. The successful candidate will provide an efficient and high quality customer service to support the successful management of Customer service levels whilst projecting a positive reflection of the brand at all times.