PERMANENT JOB OPPORTUNITY
PETERBOROUGH LOCATION
40 HOURS PER WEEK WORKING ON A ROTA WITH HOURS BETWEEN 7.30am AND 5.00pm
SALARY £25,000 TO £30,000
24 HOLIDAYS + 8 BANK HOLIDAYS INCREASING EXTRA DAYS OVER TIME
GOOD PENSION, HEALTH CARE SCHEME AND DEATH IN SERVICE SCHEME
To deal with customer enquiries regarding repair and maintenance of the clients vehicles, schedule field engineers and order parts to respond to service calls promptly and efficiently to achieve maximum sales.
MAIN RESPONSIBILITIES AND TASKS
• Answer incoming customer calls and emails to log maintenance requests or report breakdowns within the agreed time limit
• Responsible for engineers’ day to day work and utilisation and assist proactively with achieving a high level of first time fix.
• Schedule service engineers to respond to customer calls, using knowledge of the length of time, complexity of jobs and customers contractual service level agreements.
• Be able to discuss minor technical queries or explain technical situations with customers in a user-friendly manner
• Prioritise and coordinate customer requests, maximising engineer utilisation
• Plan and ensure efficient delivery of contract, planned and rework service jobs.
• Make outgoing calls to follow up on quotations and check that the customer is satisfied with the service given
• Raise and issue pro-forma and final invoices within the agreed timescales.
• Deal with the paperwork necessary for tracking service calls and parts orders, ensuring that engineer’s parts are correctly ordered and allocated.
• Chase parts back orders for all outstanding jobs as required ensuring good customer service.
SKILLS, EXPERIENCE AND QUALIFICATIONS
• Engineering knowledge of plant or capital vehicles
• Experience of working hands on and/or a qualification in engineering
• At least 3 years’ experience of working in a telephone scheduling role or workshop planning
• Excellent organisational and administration skills
• Good standard of education with level 2 in English and maths, preferably at least a level 3 qualification in a related subject
• Ability to deal with a busy call desk and respond to pressure situations quickly
• Good IT skills, with SAP knowledge an advantage
• Excellent communication skills and telephone manner
PERSONAL QUALITIES
• Professional attitude to work
• Hardworking
• Confident
• Excellent communication skills
• Accuracy and attention to detail
• Able to relate to all level of employees as well as deal with customers and Group colleagues
• Cope with pressure
• Flexible approach to work tasks and hours
• Common sense
• Positive attitude
• Confidentiality, trust, loyalty and commitment
• High Level of Motivation
• Hands-on, practical approach
• Organised and able to solve problems
• Work on own initiative and able to self-manage workload
• Team player
If interested, apply now.
PET1