· Location Direct customer contact for "first line contact" to receive customers service requests.
Office and Secretarial - Administrator
· Job type
Office and Secretarial
· External Reference
Plan and dispatch required field service support activities coordinates spare part delivery and synchronization with FSE
Synchronize service activities according customer requirements. Plans day to day service events, monitors individual SLA to ensure agreed targets are met. Ensures that the resource levels are in synchronization with work load. Provides feedback to Field Service management regarding Field Service workload.
Maintaining a telephone pick up rate defined by the business and documented in a SLA.
Call logging all contract calls received etc.
Creating a service ticket in the designated ticketing system.
Planning resources for daily FS customer requests and meeting the customers SLA's.
Ensuring all required spare parts, test equipment's and travel arrangements are synchronized with the FSE Dispatch.
Provide customer with timely feedback on FSE availability and estimated on site arrival time.
Coordinates customer preparation as well as 3rd party involvement.
Planning for all preventive maintenance events according to contract criteria.
Ensuring the compliance with the relevant KPI targets.
Monitors and manages FS conflicts and escalates FS issues as required.
Escalate issues to the applicable Manager according to defined parameters.
Ensures a high quality standard of the ticket / activity / iBase / customer data base entries.
Monitor customer satisfaction requirements.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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To speak to a recruitment expert please contact Callum Stanway