Trinity Fire & Security Systems
Location
Derby, Derbyshire | United Kingdom
Job description
To arrange plan and coordinate field engineers/subcontract activities and maximise the profit on each works contract. First line contact for our customers and internal staff for all works scheduling to promote a high level of customer service and commercial awareness at all times.
Principal Responsibilities
Operational Duties
- Taking frontline calls from Trinity Customers being the initial point of contact and resolving the customers query.
- Ensuring the Customer receives a Memorable Outstanding Unique Service Experience.
- Scheduling Works/Remedial jobs
- Ensuring all visits are booked efficiently in accordance with company procedures maximizing engineer/subcontract utilization and efficiencies.
- Ensure that engineering data receive from handheld device is professional and compliant.
- Raise subcontract orders in line with company procedures.
- Request equipment for engineers van stocks when required.
- Assist with maintaining works management database.
- Able to work to strict deadlines and reporting.
- The ability to understand and work to KPI / SLAs set both internally and externally.
The above is not intended to be an exhaustive list as the nature of this role requires the employee to be able to adapt to a reactive environment and be flexible as requirements change.
Accountable for:
- Maximising the use of engineering working hours
- Maximising margin on the jobs where possible
- Ensuring that all calls/actions are processed with maximum levels of detail
- Maintain a commercial focus to continue to reduce nonproductive time.
Scope of Financial Authority
- As per Central Hub / Works Coordinator Approval Schedule.
Key Competencies of experienced jobholder
Skills:
- Ability to communicate fluently with customers manufacturers & internal staff.
- Ability to resolve customer related issues.
- Ability to work as a positive team member.
- Ability to prioritise workloads to meet agreed deadlines.
- Must excel in delivering quality customer service and exceeding the customers expectations every time.
Technical knowledge:
- Product and parts knowledge (On going)
- Fully competent with service management / Service related operating systems
- Able to operate Excel with a minimum of beginner level (to be determined at interview stage)
Standards: ( The candidate must show a basic understanding of the following which will be on going for the successful candidate)
- ISO 9001 ISO14001 ISO18001
- Company Integrated Management System Manual
Health and Safety:
- Completion of any required company induction (locations can be varied)
- Undertake online modular training (Oxford Applied Training)
- Work inline company H&S guidelines & processes.
Job tags
Salary
