Reactive Maintenance Planning Supervisor

5 months ago


Penarth, United Kingdom Sonic Alarm Systems Full time

**The Company**

A fantastic opportunity to join a local business with over 45 years in the security industry. Due to the growth of the business, we are looking to welcome a keen individual into our team to drive forward and control our customer reactive maintenance callouts. They will be coordinating and controlling our reactive callouts with the assistance of our operations manager. They will need to be self-motivated, forward thinking with a proactive ‘can do’ work style. The successful Reactive Maintenance Planning Supervisor will be highly organized, an analytical individual who is able to handle a variety of tasks and think logically about any situation, to make the right decisions.

**Job Role**
- To manage the effective day to day reactive maintenance callouts. Respond to inbound and initiate outbound customer correspondence, providing the customer with assistance to guide them through their needs as required to rectify the fault/requirements reported. Ensure that the customers background and previous recommendations have been considered and advice accordingly.
- Ensure that the engineer has been provided with all the information required to carry out the works required, liaising with our stock coordinator to provide any parts and materials as needed.
- Have full knowledge of our engineer’s work abilities and specialities to enable the organisation and planning of reactive maintenance engineer’s diaries. In addition to consideration of passing on customer queries to our engineers to call in the first instance.
- To develop and build customer relationships ensuring the highest professional standards are always achieved promoting excellent customer experience.
- Reviewing the engineer’s detailed works undertaken on our CRM software to raise and send customer invoices as required and quoted. Making sure our CRM software is up to date and detailed for works completed or recommended to ensure efficiency for future correspondence.
- Ensure and recommendations or further action works informed by the engineer’s are raised on our CRM software, quoted, and advised to the customer and followed up as required.
- Receive customer payments over the phone and allocate them marking as paid on accounting software.
- To manage the CRM software call log ensuring that all reactive calls are dealt with effectively and in a timely manner.
- Have full knowledge of all levels of maintenance contracts provided, ensuring callouts are classified accordingly, analysing contract callouts, call backs and chargeable callouts to feed back to the managers.
- Working with the Contract and Maintenance Planning Supervisor to bring together PPM planned preventative maintenance delivery visits and callouts where we can, streamlining engineer attendance increasing efficiency and customer experience.
- Deal with and manage customer complaints should they arise, investigating and reviewing the details. Providing details to the managers in weekly meeting for future training or planning needs.
- Collate the reactive maintenance work hours KPI to monitor how many hours spent on callouts carried out under annual maintenance contracts to evaluate the impact on productivity.
- To achieve the performance standards set by our inspectorate body for timescales of carrying our reactive maintenance callouts in readiness for reporting at our annual inspection.

Skills, knowledge, and qualities required.
- Excellent customer service skills
- Strong communication skills
- Decision making skills
- Ability to prioritise
- Focused and highly organised
- Good knowledge of word processing, spreadsheets and other productivity software tools
- Work under self management

Schedule: Monday to Friday 9am to 5pm - 7 hour shift

Location: Penarth office

**Work Experience**
- At least 3-year experience in similar maintenance planning role required.

**Job Types**: Full-time, Permanent

**Salary**: £24,000.00-£27,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Employee discount

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Penarth, CF64 2AB: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (required)

**Experience**:

- Reactive Maintenance Planning: 3 years (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

Reference ID: RMSonic



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