Field Service Controller - Hayes, United Kingdom - Mitchell Powersystems

Mitchell Powersystems

Verified Company

Hayes, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

JOB DESCRIPTION

Job Title:

Field Service Controller

Department/Cost Centre
0786/0886 South

/Location:

Company / Division:

Mitchell Powersystems

Reporting to:

Branch Manager

Main job purpose:

Be the first point of customer contact to ensure enquiries are dealt with professionally and efficiently.

Co-ordinate all required works with engineers and customers to ensure that jobs are completed on time achieving both customer and internal KPI's.

Process and manage customer and internal inboxes ensure customer experience is positive leading to loyalty and retention.

KEY DUTIES AND RESPONSIBILITIES:

Coordinate engineer activity daily
Create quotations for customers where required
Raise job and purchase order numbers
Ensure all jobs are costed accurately in readiness for invoicing
Support parts identification where required and place parts orders on the system
Create service level agreements alongside internal and external contacts
Provide suitable cover in the absence of other team members
Writing reports analysing the customer service levels
Ensure timesheets are processed and labour hours are inputted daily
Validate all worksheets and invoice where possible within 2 days of job completion. Inform relevant departments if further action required
Provide relevant reports and forecasts as and when required by the Branch Manager
Attend training to develop relevant knowledge, techniques, and skills.
Adhere to health and safety policy and other requirements relating to care of equipment
Ensure all customer complaints are communicated to the Branch Manager which must be logged on TCMS
Ensure compliance with Quality, Health, Safety and Environmental Systems requirements as defined in the Turner Quality Procedure and Work Instructions

HR Management Handbook - Recruitment - HR/FT/ Job Description Template
Aug. 2015 Page 1 of 2

SKILLS, QUALIFICATIONS, AND EXPERIENCE REQUIRED:

Strong interpersonal skills and an ability to build rapport with customers
Previous sales experience and an organised approach to work
Communication skills that allow you to inform, help and advice customers clearly and to liaise effectively with other professionals
Ability to listen then understand what our customers require
Problemsolving in a variety of situations
Confidence, patience, politeness, tact, and diplomacy, when dealing with difficult situations
Creative thinking, to be able to come up with new ideas to improve customer service standards
An ability to work well under pressure and multitask
Organisational and planning skills to assist in developing customer service policies
Computer literate with ability to demonstrate competence in Microsoft Office Word, Excel,

PowerPoint, Outlook, and Mitchells computer systems

Ability to work using your own initiative to meet required objectives

LINES OF COMMUNICATION:

(Outline key contacts on a regular basis as required by the job)

Customer Service Team:

Directly responsible to Service Supervisor

Directors/Managers:

All Turner Group Directors/Managers

Internal Customers:

Any other relevant staff within the Turner Group of Companies.

External Customers:

Customers as required throughout job completion

Measurement:

Key Performance Indicators:

Invoice worksheets within 2 days of job completion
Engineer utilisation and productivity
Meet or exceed daily invoicing targets
Meet agreed service response times
Invoice Margin: analysis and reporting weekly
All customer portals and 'in box' to be checked and processed daily

ANY OTHER DUTIES / RESPONSIBILITIES:

Adheres to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.

To carry out your duties within the companies Quality, Health & Safety and Environmental procedures.

Any other duties or project related tasks as requested by your Manager.

This Job Description should be read in conjunction with the Operation Procedures, Quality
Procedures, Work Instructions, Health & Safety Manual, and associated documentation. Copies of these documents are available from your Line Manager.

Signature:

Date:
(Employee)

Signature:

Date:
(Manager)

HR Management Handbook - Recruitment - HR/FT/ Job Description Template
Aug. 2015 Page 2 of 2

Benefits: