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Technical Support Specialist

2 months ago

Sidcup, Greater London, United Kingdom Senseco Sprinkler Systems Full time

Job Summary:

Senseco Sprinkler Systems is seeking a highly organized and customer-focused Service Desk Coordinator to join our team. As a key member of our service department, you will be responsible for providing exceptional customer service, responding to service requests, and ensuring the smooth operation of our systems.

Key Responsibilities:

  • To ensure the efficient utilization of our engineering diary, ensuring correct geographical locations and skillsets are applied.
  • To provide Risk Assessments and Method Statements for planned maintenance works.
  • To address all emergency call-outs within stated KPIs.
  • To address aborted scheduled visits and costing to the client.
  • To maintain a portfolio of clients, building and maintaining strong relationships and upholding a positive reputation of Senseco Sprinkler Systems.
  • To provide prompt and accurate responses to client inquiries, preventing escalation to complaints.
  • To undertake general administration duties, including data entry, closing down of jobs, and monitoring the admin inbox.
  • To be professional and customer-centric at all times.
  • To ensure communication is maintained throughout the business, maximizing cost-saving use of labor and making efficiencies to ensure revenues and margins are maximized.
  • To learn the roles within the service department and provide assistance to the Service Support Team.
  • To accurately process holiday requests, absence requests, and training requests, ensuring sufficient cover is maintained.
  • To adjust diaries on a daily basis as sickness/peaks occur.
  • To escalate any shortfalls in cover to a senior member of the team.
  • To manage the fleet.

Requirements:

  • Computer literate.
  • Good written, oral, and numerical skills, with an excellent telephone manner.
  • Excellent attitude towards career development.
  • Excellent organizational skills, with the ability to oversee and deal with several items requiring an organized individual.
  • Ideal candidate will have a proven history of success within a Customer Service environment.
  • Ability to work as a team member, but also work independently when required.
  • Demonstrate an ability to understand matters of a financial nature and conform to budgetary constraints.
  • Ability and desire to learn the legal and regulatory compliance for the Fire Industry.

Competencies:

  • Demonstrates excellent customer service standards.
  • Provides polite, accurate, and timely information in response to customer requests.
  • Treats customers with courtesy, sensitivity, and fairness.