Position: Service Support
Reporting to: Service Manager
Direct Reports: 0
Working Hours: Monday to Friday 08:45-16:45
This individual will be providing expansive administrative support to the Service team comprising the office team and the remote Service Engineers.
The position is a multi-disciplined role requiring a wide range of skills or abilities to support activities such as:
· Raising quotations for Service engineer visit, After sales service products and Training
· PO/Order Entry
· Arranging Service Visits (both UK and Overseas incl. booking of flights, hotels, parking, hire cars, transfers, visa’s etc)
· Dealing with urgent customer requests and complaints in a timely fashion
· Comprehensive Service diary management
· Processing and conclusion of service engineer visits
· Escalation of open service issues communicated via service engineer submitted paperwork.
· Other tasks include in-office duties such as logging, Customer Satisfaction stats and general day-to-day services activities.
· A strong ability to work cross-functionally and as part of a team.
The individual must have an eye for detail with a desire to improve processes and efficiencies whilst also having the ability to work independently and prioritise workloads.
· Ensure quotations, PO receipt/Order Entry are carried out in a timely manner with excellent attention to detail.
· Manage and arrange the Service Engineers job timetable, by location and customer demand.
· Review customer demand and schedule engineers based on skills matrix.
· Responsible for UK and overseas Service visits, booking fights, hotels, parking, hire car, transfers etc.
· Manage the Service filing system (to include archiving when necessary)
· Create and assist in raising quotations for service visits, training, and service contracts.
Ensure prompt submission of service engineer paperwork
· Professional and proficient in Telephone handling and handling in-depth or complex queries to locate the right source of direction of call.
· Ability to work cross-functionally to be able to respond to all customer inquiries in a timely manner.
Identify areas of improvements which aid response times to customers
· Adhere to the validation process from contacting customers, raising visits to sending out completed reports, certificates, and all service-related documents.
· Adhere to the Service Call process for all outbound jobs from completion to invoicing.
· Promotion and sale of service products to UK customers
Responsible for ISO service requirements
Please note: Duties will vary and fluctuate depending on the level of work within the team. There is the opportunity to develop and learn new skills, so duties may increase once a good understanding of the business has been achieved.
Personal attributes - the jobholder will need to demonstrate:
· Pro-activity and initiative (including the ability to anticipate and resolve potential problems and challenges).
· confidentiality and integrity
· flexibility and the ability to respond well to change and pressure.
· ability to positively influence and build effective relationships.
· a personable approach with a good telephone and communication skills.
· self-motivation and energy.
· strong planning and organisation skills.
· a meticulous approach and a high level of accuracy, demonstrating strong attention to detail.
· Excellent communication skills.
Specific Skills
· Microsoft Word, Excel.
· Outlook Email or similar system.
· Use of a CRM system.
· Use of Sage, SAP, or similar accounts package – desirable but not essential.
Working Hours & Benefits
· Working Monday to Friday, 8.45am to 4.45pm.
· 25 days annual leave plus bank holidays.
· Company Pension (you 5% / Fortress 3%).
· Eyecare scheme.
· Cycle to work scheme.
· Fortress Hub – giving employees access to discount vouchers for high street stores, entertainment, holidays, and gym memberships.
· Employee Assistance Program, which provides weekly information and webinars, and gives access to confidential, independent, and impartial support for all employees.
· Training – full induction, and ongoing training relevant to job role.
· Opportunities for career development via a development plan.
Job Types: Full-time, Permanent
Pay: £28,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Gym membership
- Health & wellbeing programme
- On-site parking
- Sick pay
- Store discount
Ability to commute/relocate:
- Banbury OX16 4XS: reliably commute or plan to relocate before starting work (required)
Experience:
- customer service: 3 years (preferred)
Work Location: In person
