Field Service Controller
3 weeks ago
Job Description:
We are currently seeking a dedicated and experienced Service Desk Controller to join our client's dynamic team. As a Service Desk Controller, you will play a pivotal role in ensuring the smooth operation of our client's service desk, providing essential support to customers and internal stakeholders.
Responsibilities:
Act as the primary point of contact for all service desk inquiries, efficiently managing incoming calls and emails.
Coordinate service requests and dispatch technicians to customer sites in a timely manner, ensuring adherence to service level agreements (SLAs).
Maintain accurate records of service requests, including tracking progress and documenting resolutions.
Collaborate closely with technicians and field service managers to prioritize tasks and optimize resource allocation.
Provide exceptional customer service, addressing inquiries and resolving issues with professionalism and expertise.
Identify opportunities for process improvement and contribute to the ongoing enhancement of service desk operations.
Stay informed about industry trends and best practices to continuously improve service delivery.
Requirements:
Previous experience in a service desk or customer support role will be advantageous, preferably within the construction equipment industry.
Strong communication and interpersonal skills, with the ability to interact effectively with customers and internal teams.
Excellent organisational abilities, with a keen attention to detail and the capacity to manage multiple tasks simultaneously.
Proficiency in using service desk software and other relevant tools to track and manage service requests.
A proactive mindset and a commitment to delivering high-quality service to meet customer needs and exceed expectations.
Flexibility to adapt to changing priorities and work effectively in a fast-paced environment.
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