Technical Uptime Specialist

2 days ago

Hermitage, United Kingdom Percepta LLC Full time

Job Title: Technical Uptime Specialist

Job Summary:

We are seeking a highly skilled Technical Uptime Specialist to join our team at Percepta LLC. As a Technical Uptime Specialist, you will be responsible for ensuring that our client's Fleet Management (FFM) products and services are delivered to service levels agreed with fleet customers.

Key Responsibilities:

  • Responsible for Customer Satisfaction – delivering a class-leading Uptime solution and delivering against customer-specific SLAs.
  • Define key processes, design flow, and deliver to achieve customer satisfaction.
  • Utilize all tools and associated products/services to deliver customer satisfaction/Uptime SLAs.
  • Coordinate with our client's Telematics/our client's Uptime team to manage Vehicle Health Warnings and take necessary action.
  • Proactively contact drivers/fleet operators to ensure all work is carried out as and when required.
  • Manage a portfolio of customers' vehicles to ensure maximum Uptime.
  • Make informed and intelligent decisions to maximize Uptime & minimize Fleet total cost of ownership.
  • Help identify areas for continuous process improvement to either maximize vehicle Uptime or create efficiency within the team.
  • Look to assist overall Uptime process, across all involved outsourced service providers.
  • Assist service-related process improvement initiatives, including co-development projects with FFM shareholders and automation projects with third-party suppliers.
  • Help develop and maintain desk procedures underpinning Uptime process and other multi-supplier services.
  • Support development of business requirements/user stories to design & create IT solutions to automate Uptime Management workflow.

Requirements:

  • Further Education college or similar: A Levels/Higher/ONC or relevant experience.
  • Strong customer service, interpersonal, and relationship-building skills.
  • Time management and ability to prioritize projects and customer needs.
  • Conflict resolution skills – listen to the customer.
  • Strong Computer skills with proficiency in Microsoft Office packages such as Word, Excel, and PowerPoint.
  • Ability to work autonomously in a fast-paced environment.
  • Able to multi-task and manage the expectations of others both internal and external.
  • Excellent organizational & planning skills.
  • Startup mentality – Flexibility and can-do approach to challenges.
  • Problem-solving.

What We Offer:

  • 22 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 27 days annual leave plus bank holidays.
  • Life Assurance 4 x annual salary.
  • Contributory pension scheme.
  • Private Medical Insurance.
  • Comprehensive travel insurance for you and family in line with Scheme rules.
  • Discounts on brand new vehicles.
  • Employee Assistance Program (EAP).

About Percepta LLC

Percepta LLC is a global contact center company that delivers a frictionless customer experience to our clients. Our values are the heartbeat of our organization, and we live, breathe, and play by them every day.

Our Culture:

  • Culture of Service – to be treated like you are the customer from day one.
  • Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust, and open communication, and acknowledges value in your contributions.
  • Respect – a team that is accountable, dependable, and gives you their full attention.
  • Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization.
  • Career Growth – lots of learning opportunities for aspiring minds.
  • Diversity – be a part of our growing diverse and community-minded organization that is all about having fun.
  • Competitive Compensation – we take care of family which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

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