Planner

2 weeks ago

Cheltenham, United Kingdom Astor Bannerman (Medical) Full time

**Role Overview**

Based in Andoversford, Astor-Bannerman manufactures, supplies, installs and services specialist bathing and lifting systems for the disabled and elderly. We have a 25-year track record as a market leader in our field and we have an ambition to grow.

The Customer Service Support/Planner is responsible for providing best in class service to both our internal and external customers, this is a multifaceted role within the team, which facilitates several operations within the organisation which included managing the engineers calendars through to first line technical support.

**Main functions and responsibilities**
- Field incoming support calls, including first-line fault diagnosis, repair calls and product advice.
- Utilising CRM tools and systems to provide outstanding technical assistance to our customers through live troubleshooting and problem isolation.
- Planning and co-ordinating engineers calendar to ensure maximum optimisation.
- Scheduling appointments with customers, monitoring progress whilst keeping all interested stake holders up to date with developments.
- Management of Service Engineer documentation.
- Loading sales orders and pick lists for spare parts.
- Manage service contract delivery to ensure optimum value v’s cost.
- Respond to questions and requests for information.
- Work closely with various colleagues/departments throughout the business.
- Working within Customer Service KPI’s and SLA’s
- Various other duties

**Measures of success**
- Strong working relationship with all the staff.
- High percentile of successful repairs.
- High percentile of first contact resolution or first fix resolution.
- Reduction in warranty spend.
- Maximum engineer utilisation.

**The Person**
- Self-starter and quick learner.
- ‘Can do’ attitude with drive to deliver.
- Excellent communication skills.
- Confident and dynamic personality.
- Resourceful, good problem solver and organised.
- An individual who is comfortable being a member of a team.
- Organised and competent administrator.

**Job Type**: Permanent

**Salary**: £22,000.00-£26,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Free parking
- On-site parking
- Referral programme

Schedule:

- 8 hour shift
- Monday to Friday

Work Location: One location

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