FBS-Hormann has grown to become one of the leading providers of loading bay equipment, Industrial doors, Gates and Barriers throughout the UK and Ireland providing innovative and eco-efficient solutions.
We currently have a brilliant opportunity for a Reactive Operations Administrator to join our growing team.
Job Purpose:
To assist in the effective coordinating of engineers by region, ensuring works are planned and that engineers have access to required materials, tools and plant whilst working to KPI’s & SLA’s. Liaising directly with customers, suppliers and contractors and ensuring customer portals are updated accurately, as well as all internal communication systems and processes being updated and followed in accordance with standard procedure.
Main duties
To abide by & promote health & safety, ensuring all approved policies & processes are followed.
Customers
- Deliver an excellent service delivery for both regional & key account customers
- Deliver an administrative service that meets customer SLA’s and KPI’s
- Achieve ‘turn around’ times on jobs so they are within agreed SLA’s, which may include internal comms, supplier comms and third party contractor comms
- Drive ‘additional works reporting’ quality through engineers to meet customer spend criteria thresholds
- Deliver ‘first time fix’ through engineers by supporting them with administrative functional needs
- Keep customers updated throughout; and deliver bad news first
Operations
- Assist Regional Support with issuing call outs
- Check engineers are following ‘Safety Absolutes’ during telephone conversations/FaceTime calls
- Check plant/equipment is correct with engineer BEFORE attending to reduce avoidable down time
- Assist in planning work in advance based on supplier delivery dates
- Assisting in keeping engineers productive by ensuring there are always ‘floating’ jobs on their vans/servicing
- Assist in forward planning engineer resource to cover high workloads/planned holidays/peak periods
- Check all completed jobs in ‘real time’ and action accordingly to the correct next step, in line with process
- Action ‘AWR’s immediately and/or first job following day from OOH call outs
- Promote a strong health and safety work ethic.
- Preparing Health and Safety documentation/Risk Method Statements and upload to internal systems and customer portals
Financials
- Achieve monthly regional target
- Actively reduce ‘aged’ jobs to achieve agreed SLA’s and KPI’s
- Ensure ‘Van Stock’ and ‘Container Stock’ procedures are adhered to and stock replenished
- Check ‘black stock’ stored in Warehouse 2 is maximised, prior to ordering any materials externally
Reporting
- Achieve daily, weekly, monthly routines
- Update all systems in ‘real time’ for clear visibility
- Report on poor data quality and/or data issues within agreed time frames
- Report on warranty / call back / non-productive activities within agreed time frames
People (direct reports; engineers)
- Lead by example; and challenge inappropriate behaviour
- Attendance, absenteeism, performance management, HR issues
- Report any identified training needs
Working Hours
Monday - Thursday 8:00am-16:30pm
Friday- 8:00am-16:00pm
Job Type: Full-time
Job Type: Full-time
Benefits:
- Life insurance
- On-site parking
- Referral programme
- Sick pay
Work Location: In person
