Framework Field Service Controller

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.

• Management of Service Engineers on predominantly Framework calls.
  
  • Act as the primary point of contact for Service engineering staff on Framework Customer sites.
  • Plan and schedule Engineers work to maximise utilisation.
  • Allocating Engineers jobs to REA ensuring all information and parts are available for the Engineer.
  • Liaise with Framework Customers to plan required site work.
  • Attend Framework Customer meetings when required.
  • Supplying of RAMs and information 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.
  • Step in when required to cover all planning activities.
  • Plan engineers on-call rota and weekend working, ensuring that coverage is available 24/7/365.
  • Use of Company Business System and Framework 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 when required.
  • Ensuring paperwork is sent over to Customers and all internal records are kept up to date.
  • Ensure customer satisfaction through timely and effective service delivery.
  • Review and investigate Customer complaints and escalate where required.
  • Comply with the Company Health & 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/Skills:

• Proven Field Service Planning experience, ideally from a critical power or rotating machinery background
• Customer service experience and ability to work as part of a team within a highly active service department.
  
  • Familiar with customer service systems and practices.
  • Electrical and/or Mechanical Experience/Qualifications an advantage
  • Strong phone contact handling skills and active listening.
  • Conversant with key Microsoft applications: Outlook, Word, Excel, PowerPoint etc.
  • Excellent communication and presentation skills.
  • Ability to multitask, prioritise and manage time effectively.
  • Friendly, assertive personality with positive and confident manner.
  • Can work on own initiative and be a team player.

To Apply:

Please submit your resume and cover letter to [email address or application link]. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

What we can offer you

Competitive salary

33 Days Holiday including Bank Holidays

Company Contributory Pension

Job Types: Full-time, Permanent