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    Service Analyst - Reading, Berkshire, United Kingdom - KYOCERA Document Solutions UK

    KYOCERA Document Solutions UK
    KYOCERA Document Solutions UK Reading, Berkshire, United Kingdom

    3 weeks ago

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    Description


    Service Cost Analyst12 Month Fixed-Term-ContractReading (Hybrid - 3 days in office, 2 from home)Reporting to the Service Desk Team Leader, the Service Desk Analyst will be responsible for providing support for and analytics focussed on the Services cost within the business ensuring the that costs are optimized through the lifecycle of the devices we manage and the contracts we serve.

    Responsibilities/TasksSupport your team to control the authorisation of parts requested by field staff based on cost limitations set by service management and offer alternatives that reduce costs but maintain service effectiveness.

    Execute the full LLU Warranty process for Annodata and Kyocera plus any reporting that may be required.

    Identify and understand the main contributors to costs within the services business and support ways to optimise them through the device lifecycle and contracts we manage.

    Adopt a proactive approach to identifying and suggesting improvements Identify where parts can be sent ahead of the engineer to the customer to eliminate a return visit.

    Working closely with IOT team to review monitoring and alerting of customer devices and manage ways to provide insights that can be used by the business to optimise its operation.

    Administer and maintain tools, knowledge bases, customer documentation required for Service Cost AnalysisProactively seeking out anomalies in Vale (and other ITSM platforms as required) working with the wider team to address.

    Update Dealer and Kyocera DatabasesUpdating the configuration management database as agreedLiaising with field engineers (KSN) to provide support.
    Resolve technical queries for both contracted and warranty customers.
    Collaborate with all of the Technical Service departments when required to ensure business objectives are met.
    Highlight and report on any areas of improvement.
    Assist with warranty claims management as required.

    Support cost reporting queries and define and own cost analytics reporting and dashboards required to inform the businessAny other tasks as directed.

    Knowledge, Experience & SkillsKnowledge of multifunctional devices and print engineering a must5+ years of field service knowledge desirableExcellent knowledge of ExcelFamiliarity with PowerBI or similar analytical toolsetsExcellent oral and written communication skills.

    Ability to prioritize work under pressure and strict deadlines.
    Ability to communicate and advise technical/service/commercial information to different levels.
    Good technical knowledge of IT systems and databasesAbility to communicate commercial information to a varied audience.
    Excellent interpersonal skillsCompetencies & Key Success FactorsBuilds collaborative relationshipsSeizes responsibility.
    Committed to the business goals.

    To be an ambassador for controls/procedures or ensure of continuity of operationWhat we can offer youSalary (Competitive)25 days holiday (All statutory bank holidays relevant to regional country) - 1 extra day after 5 years.

    Part time employees is a pro rata equivalent.
    A chance to develop We are able to support your development with professional courses. You can enquire about this upon successfully passing your probationary period.

    A buying and selling holiday schemeLife Assurance (4 x base salary)Pension Scheme - A total contribution of 8% - 5% Employer and 3% Employee.

    Company sick pay (1 week after 6 month probationary period in first year, 4 weeks in years 2-3, 8 weeks in years 4-5 and 13 weeks from year 6 onwards)Enhanced Maternity and Paternity leaveEmployee Assistance ProgrammeBike2Work Scheme - salary sacrifice scheme to purchase bikes at a discountLifeworks - Access to discounts / perksEyeCare - Access to money off for glasses and sight test
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