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.
Requirements 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 Desirable: Previous knowledge of invoice management desirable Ability to read and understand parts catalogues desirable Benefits What We Offer You In addition to a competitive salary, you will have access to the following benefits: 5% Employer Pension contribution 25 days annual leave + Bank Holidays Cycle to Work Scheme Life Assurance 4 x annual salary Yulife – Wellbeing App offering discounts and vouchers Financial/Physical/Mental Health Counselling and Coaching sessions Free Will writing service EAP, which includes 24/7 Doctor access Healthshield – Cashplan for all employees Family Friendly policies Company events