Customer Care Operator
6 months ago
Incom Systems has been established over 30 years and are recognised for their workmanship and inhouse workshops as well as a large team of long time-serving Field based Security Systems Engineers across the UK, with a highly trained inhouse technical support team to manage the diary and territory for each Engineer, this is a company that is really going places and looking for someone that wants a stable and secure job for life
Incom Systems is an Equal Opportunity Employer and all job applicants will be assessed purely on their qualifications, experience and ability to perform the proposed duties. We celebrate diversity and are committed to creating an inclusive environment for all employees.
You will be responsible for planning and organising the maintenance and reactive visits via our in house software JobWatch, while following the working procedures and expectations that our valued customers expect. Also you would be required to carry out administrative daily tasks to ensure organisation levels are kept to our usual high standards.
Experience in a similar role is essential.
Job tasks:
- Taking service calls - log and assign to appropriate engineer’s calendar on service database.
- Deal with info calls from customers, ie: outstanding service calls, engineer’s whereabouts etc.
- Process customers written orders - raise work instruction via service database, allocate to engineer or workshop as appropriate and arrange access.
- Cancelling down allocated work instructions from engineers via PDA’s / phone etc, reconfiguring hours, materials and task clearing code on to the service database.
- Inform engineers of future works which have been reported throughout that day to be completed same day
- Generate work instruction on service database for equipment returned by customers for repair in workshop or stock items for engineers
- Match and verify completion report against data already recorded as per item 3 above, to the work instruction to finalise the job in the service database.
- Schedule service health checks in accordance with customers contracts / instructions, well in advance to optimise costs / engineer’s workload.
- Update customer site information from engineers completed service health check sheet onto the service database to ensure correct detail is available
- On a daily basis, monitor / control uncompleted works awaiting parts, co-ordinate / raise purchase order requisitions for parts required, arrange collection or delivery of parts and re-allocate original works to engineer on daily diary.
- Ensure the customer complaints and operational non-conformities are handled, recorded and processed as set down in operating procedures.
- Control logistics for future works and schedule / plan routes etc, to optimise engineers operating hours.
- Maintain hourly contact with engineers throughout the day to ascertain any delays which may occur, therefore enabling us to contact customers in good time to advise them in advance about possible changes to visit times.
- Process engineer’s requisitions in conjunction with purchasing department and planning system to ensure effective control and prompt delivery to engineer or site.
- Arranging engineers visit from out of hours call log.
- To collect statistics from engineer’s time sheets.
- Complete company and customer job status and KPI reports.
- Post / Courier.
- Differentiate customer fault / service calls not covered by contract in the Service database to facilitate charging for work done.
- Carry out other tasks appropriate to the position of Service Desk Operator.
**Job Types**: Full-time, Permanent
**Salary**: £24,000.00 per year
**Benefits**:
- Company pension
- Free parking
- On-site parking
Schedule:
- Monday to Friday
Work Location: In person
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