Framework Field Service Controller

2 weeks ago

Glasgow, United Kingdom DTGen Full time

**We invest heavily in employing the right people with the right skill set, and have an apprentice programme too.**
**Framework Field Service Controller**

To plan all Field Service activities to a high level of Customer Service, ensuring all Engineering Resource is fully utilised.
Completion of all DTGen processes to enable accurate and timely billing of work.
- Management of Service Engineers on predominantly Framework calls.
- Act as the primary point of contact for Service engineering staff on Framework Customer sites.
- Plan and schedule Engineers work to maximise utilisation.
- Allocating Engineers jobs to REA ensuring all information and parts are available for the Engineer.
- Liaise with Framework Customers to plan required site work.
- Attend Framework Customer meetings when required.
- Supplying of RAMs and information as required to customers.
- Accept client phone calls, resolving client queries and escalating/delegating where required.
- Raising calls e.g. breakdowns, remedials etc. on receipt of client PO and keep enquiry spreadsheet up to date.
- Step in when required to cover all planning activities.
- Plan engineers on-call rota and weekend working, ensuring that coverage is available 24/7/365.
- Use of Company Business System and Framework Customer portal systems.
- Monitor and control Service and Service Reports inbox, resolving client technical/administrative queries and escalating/delegating where required.
- Carry out invoicing and job costing tasks when required.
- Ensuring paperwork is sent over to Customers and all internal records are kept up to date.
- Ensure customer satisfaction through timely and effective service delivery.
- Review and investigate Customer complaints and escalate where required.
- Comply with the Company Health & Safety Policy.
- Comply with all aspects of the Company’s ISO standards: Quality management - ISO 9001:2015 / Environmental - ISO 14001: 2015 / Occupational health and safety management - ISO 45001:2018, proactively contributing to the company’s continuous improvement programme.
- Observe & demonstrate behaviour in line with the core values of the company.

Qualifications/Skills:

- Proven Field Service Planning experience, ideally from a critical power or rotating machinery background
- Customer service experience and ability to work as part of a team within a highly active service department.
- Familiar with customer service systems and practices.
- Electrical and/or Mechanical Experience/Qualifications an advantage
- Strong phone contact handling skills and active listening.
- Excellent communication and presentation skills.
- Ability to multitask, prioritise and manage time effectively.
- Friendly, assertive personality with positive and confident manner.
- Can work on own initiative and be a team player.

To Apply:
**What we can offer you**

Competitive salary

33 Days Holiday including Bank Holidays

Company Contributory Pension

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

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