Description
* To schedule the day to day workload for engineers.
o Ensuring engineers with the correct skill levels attends the call.
o Verifying parts have been sent to correct parts location for the attending engineer.
o Scheduling, where possible, the closest relevant engineer to the incident.
o Ensuring the call has been managed efficiently in order for the engineer to have time to complete the incident within the SLA or customer request planned window.
o Ensuring engineer working instructions reflects what is required of the engineer.
o To work alongside adjoining area ERC to ensure resource is used in the most efficient and cost effective way
* To manage the incidents assigned to their given area in conjunction with the relevant contributing departments in order to meet SLA.
o Pro -actively chasing departments/person concerned for updates on incidents in their area to ensure incidents are being managed within SLA.
o Management of aged incidents ensuring timely closure.
* To update all incidents appropriately
o Clear and concise updates reflecting true call progression.
o Ensuring engineer working instructions reflects what is required of the engineer.
o Ensuring parts are booked to the correct engineer.
* To track and monitor field engineers, reporting absence, skills deficiencies and general feedback to the UK Engineer Resource Control Managers and Area Engineering Manager as appropriate.
o Pro - Actively working with the engineers to ensure the SLA is going to be met and work load is manageable.
o Reporting any skills, resource deficiencies, discipline issues/general feedback concerning the engineers to their Area Engineering Manager and ERC manager.
o Reporting any scheduling issues or call progression problems to UK Engineer Resource Control Managers.
*To identify, record and escalate chargeable incidents to the Chargeable Team.
* To instigate escalation procedures as appropriate
o Escalating call breaching, or potentially breaching, SLA to AEM and UK ERC Managers.
o Escalating customer complaint/escalations through the relevant processes.
o Escalating to AEM if engineers on site times extend passed the given guidelines.
* To ensure customer satisfaction is maintained
o Keeping the customer up to date with any changes/delays.
o Responding to customer requests/queries in a timely manner
o Working alongside the Incident Management Team over any customer raised issues.
* To achieve the maximum personal KPI.
* To assist the team in achieving set targets
* Any adhoc tasks requested by UK ERC Managers
Key Skills:
* Previous experience of working in a customer facing environment will be advantageous.
* Customer facing; empathise with users, good interpersonal skills, display active listening, polite telephone manner, be courteous
* Personal attributes; pro-active, have initiative
* Excellent Communication Skills
* Excellent organisational skills to schedule the day to day workload for engineers, ensuring most appropriate matching of incident type, engineer skills and location.
* Logical and methodical
* Must be able to multi-task and work well under pressure.
* Must be able to work as part of a team
Mandatory requirements of the job holder:
* Identify potential business opportunities for the Company
* Accurately implement and work in line with Company policies and procedures
* Project a professional image at all times
* Maintain professional standards of quality of work, personal presentation and personal conduct in relation to yourself and your team
* Maintain an accurate diary, utilising communications equipment and remain as accessible as possible throughout the working day
* Ensure that you obtain permission before incurring costs for which you expect the Company to reimburse you
* Ensure that all Company matte