Breakdown Manager
1 month ago
Objectives of the role
- To action the calls into the breakdowns in box – triage the calls and deploy the correct staff
- To manage all calls into the service system
- To update the planner for labour resource
- To be responsible for logging all of the breakdowns in the email box and called directly into the office in our service system
- To communicate with the customers to triage the issues and try to resolve over the phone
- To book the works in the resource planner – to discuss with the engineer the nature of the call
- Despatch them to site through the internal system with correct admin and parts
- To confirm with the engineer when the works are completed and obtain all of the paperwork ,parts used and photographs
- Update the customer once completed
- Update both the resource planner and the service system
- Action weekly reports to the line manager to look for trends for service breakdowns, parts failures and engineer issues
- Computer literate
- System centric
- Ability to work in a fast paced environment
- Need to be used to handling difficult customers
- Previous service planning would be advantageous
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