Field Service Controller - Glasgow, United Kingdom - DTGen

DTGen

Verified Company

Glasgow, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Job purpose:

To plan all field service activities to a high level of customer service, ensuring all engineering resource is fully utilised.

Completion of all DTGen processes to enable accurate and timely billing of work.

Daily roles and responsibilities:

Management of service engineers
Act as the primary point of contact for service engineering staff
Plan and schedule engineers' work to maximise utilisation
Allocating engineers' jobs to REA
Liaise with customers to plan required site work
Liaise with SHEQ to supply RAMS, training records etc. as required to customers
Accept client phone calls, resolving client queries and escalating/delegating where required
Raising calls e.g. breakdowns, remedials etc. on receipt of client PO and keep enquiry spreadsheet up to date
Plan engineers' oncall rota, ensuring that coverage is available 24/7/36
Usage of Company CRM system (Tesseract) and customer portal systems
Monitor and control Service and service reports inbox, resolving client technical/administrative queries and escalating/delegating where required
Carry out invoicing and job costing tasks
Ensuring paperwork is sent over to customers and records are kept up to date
Review and investigate customer complaints and escalate where required
Comply with the company health and safety policy
Comply with all aspects of the company's ISO standards: Quality management
ISO 9001:2015 / Environmental
ISO 14001: 2015 / Occupational health and safety management
ISO 45001:2018, proactively contributing to the company's continuous improvement programme
Observe & demonstrate behaviour in line with the core values of the company

Qualifications and skills:

Proven field service planning experience
Strong phone contact handling skills and active listening
Familiar with business systems and practices
Customer service experience and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multitask, prioritise and manage time effectively
Friendly, assertive personality with a positive and confident manner
Can work on own initiative and be a team player