To know and develop proficiency in handling internal company software platforms ie iCABS, ServiceTrak and any other systems that may be introduced.
Organisation of schedule and planning of all service (including contracts, jobbing, call outs, etc) requirements on a daily, weekly and monthly basis for all technicians within the branch
Priority-wise planning of all due for Renewals visits, enquiries, call outs and complaints
Liaise with Sales and Service team to best accommodate urgent service visit appointments and communicate changes to affected customers timely.
Ensure customer service-related complaints or termination notifications are attended to effectively and promptly.
Manage service documentation and ensure all customer/technician s feedback are followed up with actions
Ensure all service data from dockets, log cards, service orders and other sources is updated accurately into business systems in timely manner
Supports business transition from paper-based to system and digital-based planning, visit documents, whilst upholding documentation integrity.
Review service report with OE and BM and highlight areas of concern - critical backlog and weekly trend to manager.
Reviews and provides service compliance updates daily.
Assist help Assistant Branch Manager/Branch Manager in monitoring service productivity and efficiency related KPIs
Maintain positive working relationship and effective communication with Sales Service Colleagues, Supervisor, Technician, Operations staff for any service related issues.
Coordinate with Sales for any available slots, time adjustment for new sales scheduling.
Work with branch management to correct service areas distributed across the business based on annual revenue from areas, time on site, travel time routine requirements
Expected to be knowledgeable about company safety policies and safety (SRA) requirements on the job, be able to read and understand company policies
Any unresolved issues should be quickly elevated to the next level of management for prompt resolution
Any other similar duties as and when specified by the manager
KEY DELIVERABLES
On time service planning
Achieving progressive improvement in State of Service (SOS) and meet SOS targets assigned by the branch
Minimizing service backlog (meet our contractual obligations)
