Job Purpose
\nTo organise and schedule service activities to ensure the Field Engineers\u2019 efficient and profitable operation by satisfying customers, supporting their Retail Operations, and enhancing customer relations.
\nTo organise the field engineers and control resources and utilise assets at a level commensurate with profit and service delivery targets.
\nTo maximise Field Engineer profitability through the effective delivery of field Engineering services to customer sites at the right time and with the right equipment to ensure customer operations are kept within SLAs.
\nEnsure the engineering resources are fully utilized
\nDeliver a 100% accurate view of all stock holdings under Field Engineer control.
\nTo create an environment where the department and its employees develop and excel.
\nTo enhance the reputation of the company at every opportunity when interacting with others.
\nKey Tasks and Performance Objectives
\nManagement<\/p>\n
Manage resourcing and staff management for the department to ensure the best staff within field engineering are retained and developed.
\nEffectively manage a team of six (6) Engineers to ensure team objectives and goals are achieved.
\nAssist in staff engagement and evaluation<\/p>\n
Revenue<\/p>\n
Ensure that the department achieves target and budget objectives by ongoing examination of accounts and daily & weekly operating controls and SLAs.
\nManage timely processing and cost allocation of engineers, their expenses, and overtime.
\nOverall control of engineer diary management, to ensure cost-effective use of engineering resources.
\nEnsure that appropriate action is taken where adverse variations to target and SLA achievement occur, or inadequate performance is suspected. Instigate actions and strategies to bring about necessary improvements.
\nEnsure accurate recording of parts and service times, job costing and invoicing in the Engineering Team.
\nImprove the quality of clients\u2019 commitment to customer service and retention by enhancing facilities, improving technical skills, and high standards of quality workmanship, as well as best practice in customer handling and communication.<\/p>\n
Customer service<\/p>\n
Ensure that all Employees are committed to the principles and ethics of the company and that these principles form the cornerstone of customer service management.
\nOffers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services and taking care of any customer concerns or complaints quickly and professionally<\/p>\n
Administration<\/p>\n
Assist with or perform administrative tasks
\nOversees team members performing inspections, preparing reports, and doing repairs; if necessary, carries out these job duties personally to ensure the highest quality of work.<\/p>\n
Skills and Qualifications
\nPrevious Service Experience, Comprehensive Industrial Knowledge, Management Experience, Strong customer-facing skills, strong written and verbal communication, self-motivated, trouble shooting, creative problem solving, Degree in IT, Business, or Administration.
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