Task

Support Services Planning teams to ensure the delivery of exceptional customer service in line with team targets and company requirements.
• Support Services Planning Administration
• Coordinate the daily planning of installations with the help of the support service team
• Oversee the daily allocation of breakdown calls and sub 60 day requirements
• Allocation of subcontractors as and when required
• Providing excellent customer service at all times
• Accurately input and goods receipt purchase orders

Whilst the key focus of the role holder will be one of the above areas of expertise on a daily basis, the role holders will provide cover on an adhoc basis as required.

To work in a safe and sensible manner within the boundaries of the Company Health and Safety Policy and any addition.

To effectively administrate the support services function of the business and to deliver cost effective solution in the provision of planning, services and resource. To retain high importance in service and customer satisfaction.

Key Success Factors

Success in 3 months will include:
• Increased competency in Support Services Function
• Ability to work on own initiative with limited input from Office Manager and regional Support Services Manager

Success in 6 months will include:
• Fully competent in Support Services Function
• Increased knowledge of customer requirements for site set up’s and decommissioning
• Increased business awareness and understanding
• Understand the drivers behind the Support Service KPI’S

Success in 12 months will include:
• Ability to train and share expertise in the planning of the Support Services function
• Full knowledge of product range and services
• Fully competent in providing solutions to customer’s requirements in the Support Services function of the business
• Proactively take steps to increase the NPS Score.
• Achieving Operational Excellence through consistently accurate and timely delivery of tasks in line with team and organizational standards; and demonstrating the ability to work on own initiative.
• Achieving Cost Effective Solutions through effective logistics movements, proactive actions being taken to improve existing practice; and taking accountability for issue resolution.
• Achieving Customer Service Excellence in line with team targets, always striving for “right first time” service.
• Proactively build constructive customer and colleague relationships through effective communication and liaison, both internally and externally.

Roles and Responsibilities

• Log calls for support service onto the system.

• Raise purchase orders for support service engineers.

• Confidently handling internal / customer telephone queries (e.g. Estimated Time of Arrival (ETA) for units en route to customer).

• Ensuring customers are updated at all times of the progress of their Maintenance issue.

• Provide an administrative function in the provision of planning, installation, decommissioning, site support and emergency breakdowns.

• Be proficient in the use of our systems to deliver workable solution that meets our customer’s requirements.

• To meet a level of demand that satisfies our internal departments in relation to delivering a mutual solution for the effective planning and utilisation of resource and services to our customers.

• Be confident in handling customer telephone queries, problem solving and be able to deliver solutions to situations that arise.

• Ensure customers are kept up to date on how and when issues will be resolved.

• Provide an administrative function in the provision of planning, installation, decommissioning, site support and emergency breakdowns.

• Be proficient in the use of our systems to deliver workable solution that meets our customer’s requirements.

• To meet a level of demand that satisfies our internal departments in relation to delivering a mutual solution for the effective planning and utilisation of resource and services to our customers.

• Be confident in handling customer telephone queries, problem solving and be able to deliver solutions to situations that arise.

• Liaise with mobile engineers to resolve customer issues, or forward to the Regional Service Managers or branches depending on type of issue. i.e. customer related/breakdowns.

• Liaise with transport regarding install/dis-mantles within an agreed timely manner

• Liaise closely with Technical Support on all installs/dismantles ensuring agreed work streams are reached.

• Perform administration duties to company standard.

• Ensure all Support Service KPI’s are met.

• To work in a safe and sensible manner within the boundaries of the Company Health and Safety Policy and any additional site restrictions.

Hierarchical Relation

Reporting directly to the Service Supervisor
Collaborative working relationship with Operations and Sales colleagues both within and outside of Region.

Experience and Required Skills

Personal Characteristics:
• High Level of drive, energy and initiative tenacious with high standards of achievement.
• Good Team Player and proven ability to make independent decisions.
• Strong work ethic, self-starter, results orientation.
• Good ability to plan and anticipate
• Strong communications and relationship building skills.
• Customer Focused.
• Clear and effective communicator

Work Experience:
• Working in an administrative role in a fast paced environment
• Ability to plan/schedule engineers and vehicles efficiently and effectively
• Geographical knowledge
• A good level of skill in Microsoft Office products, I.T systems in general
• Ability to handle a high volume of telephone calls
• Familiar with working in a high pressure environment
• Has proven experience and ability to work effectively with internal and/or external customers

Renumeration and Advantages