• Build and maintain effective professional customer relationships and communications
• Help manage customer service delivery and communications as part of the service department
• Allocation of service engineering resource to delivery contractual service requirements
• First line technical support to customers regarding electronic security systems
• Communication and liaison with the service team, engineering installation, projects and design teams and subcontractors and equipment suppliers
• Identifying additional revenue opportunities for systems services through existing clients

Ensuring efficient engineer utilisation through resource management

• Dispatch and control efficient schedules for all regional engineers for PPM, reactive call outs and quoted works
• Ensuring that performance targets are achieved and SLA's are met and that the service team continues to improve and develop
• Checking system as your first job to ensure all engineers PDAs are logged on/travelling to site or on site
• Liasing/chasing engineers throughout the day regarding SLA's
• Ensuring where applicable services are booked via the correct contact/portal
• Working alongside the above to make sure all relevant RAM's, permits, change requests are sent to customers/3rd parties
• Updating customer portals with jobs references, eta's where applicable
  • Provide first point of contact for technical support assistance to our customers for electronic security systems, any general contract matters
  • Liaising between internal departments to resolve any customer issues
  • Assist to identify and resolve all issues in normal operations and manage all communication for all schedule disruption
  • Ensure that all procedures in place within the BMS are followed, along with monitoring the engineers response to service calls received during the course of their duties
  • Ensure that any complaints received are dealt with in a professional manner and all actions taken reported to the relevant Management
  Carry out any other duties as requested by Management

• Experience of working in a national technical service based service desk
• Team player who is capable of working autonomously in support of engineering teams and customer enquiries
• Excellent customer relationship skills with professional telephone manner
• Advanced communication and organisational abilities
• Commercially astute, used to a contract operating environment with SLA's and KPI's
• Excellent geographical knowledge
• An outgoing and calm approach that helps to build excellent working relations and a harmonious environment
• Ability to provide the best customer service whilst operating within defined contract terms and processes

Familiarity with CASH for windows or equivalent is desirable