Reactive Operations Coordinator - Lincoln, United Kingdom - Fen-Bay Services Ltd

Fen-Bay Services Ltd
Fen-Bay Services Ltd
Verified Company
Lincoln, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

Job purpose


To coordinate Engineers by region ensuring works are planned and that engineers have access to required materials and tools, whilst working to KPI's & SLA's.

Liaising directly with Customers, ensuring customer portals are updated accurately.


Main duties

  • To abide by & promote health & safety, ensuring all approved policies & processes are followed.

Customers

  • Deliver an excellent service delivery for both regional & key account customers
  • Deliver a service that meets customer SLA's and KPI's
  • Achieve 'turn around' times on jobs so they are within agreed SLA's
  • Drive AWR quality through engineers to meet customer spend criteria thresholds
  • Deliver 'first time fix' through engineers
  • Keep customer updated throughout; and deliver bad news first

Operations

  • Assist Regional Support with logging and issuing call out's
  • Check engineers are following 'Safety Absolutes' during telephone conversations/FaceTime calls
  • Check plant/equipment is correct with engineer BEFORE attending to reduce avoidable down time
  • Plan work in advance based on supplier delivery dates
  • Keep engineers productive by ensuring there are always 'floating' jobs on their vans/servicing
  • Forward plan engineer resource to cover high workloads/planned holidays/peak periods
  • Check all completed jobs in 'real time' and action accordingly
  • Action 'AWR's immediately and/or first job following day from OOH call outs
  • Promote a strong health and safety work ethic.
  • Preparing Health and Safety documentation/Risk Method Statements

Financials

  • Achieve monthly regional target
  • Actively reduce 'aged' jobs to achieve agreed SLA's and KPI's
  • Ensure 'Van Stock' and 'Container Stock' procedures are adhered to and stock replenished
  • Check 'black stock' stored in Warehouse 2 is maximised, prior to ordering any materials externally

Reporting

  • Achieve daily, weekly, monthly routines
  • Update all systems in 'real time' for clear visibility
  • Report on poor data quality and/or data issues within agreed time frames
  • Report on warranty / call back / nonproductive activities within agreed time frames

People (direct reports; engineers)

  • Lead by example; and challenge inappropriate behaviour
  • Attendance, absenteeism, performance management, HR issues
  • Report any identified training needs
Any other duties as required


Benefits:


  • Life insurance

Schedule:

  • Monday to Friday
  • Weekend availability

Ability to commute/relocate:

  • Lincoln, LN5 0ND: reliably commute or plan to relocate before starting work (required)

Education:


  • GCSE or equivalent (preferred)

Experience:


  • Customer service: 1 year (preferred)
  • Administrative experience: 1 year (preferred)

Language:


  • English (preferred)

Licence/Certification:

  • Driving Licence (preferred)

Work Location:
In person
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