Operations Desk Controller

Reports to: Aftermarket Operations Supervisor

Hours: Full-Time, Fixed Term

Location: South West Depot

The main focus of this role is to assist and support the Service Department and its team of generator service engineers, planning and scheduling customer servicing requirements. You will be liaising with both internal and external customers, so good communication skills are essential.

• Process and arrange monthly service jobs from the service due audit report. What good looks like (WGLL) ;
  All planned works customers contacted and responses dealt with.
• Planning, scheduling and executing all customer servicing requirements WGLL; all works assigned in work scheduler. 3 weeks ahead fully booked (all yellow grid). Week 4 70% min yellow 20% blue max , 10% clear max. Week 5 50% yellow min 25% blue max 25% clear max.
• Responsible for organising Service Department engineers to respond to customer requirements whilst maximising the available resources. WGLL;
  Targets for engineer planning as per 2. Callouts are dealt within within SLA’s i.e. attendance target within 4 hours or escalation where this cannot be achieved.
• Ensure that all engineering resource is allocated in an efficient and profitable manner. WGLL;
  Minimising travel routes for engineers and good attention to the impact that their work and travel arrangements may have on their wellbeing.
• Quality checking service reports, job sheets ready for invoicing. Maintain job sheet records once costed for invoicing for department budget information. WGLL; all service reports are legible and complete.
• Update generator records when new information is available, eg, Generator serial numbers etc. WGLL;
  All generator records are update when information arrives.
• Ensure all customer enquiries are dealt with professionally, whilst continually seeking ways to develop the customer support services WGLL: maintain good working relationship with customers keeping them informed about their service and repair requirements.
• Raise quotations after the service visits, when required WGLL; for callouts ensuring repairs team know whats required. 100% Follow up work on failed generators is planned. Escalation where this cannot be achieved.
• Ensuring all service level agreements and key performance indicators (SLAs & compiling customer KPI data) are met in a timely manner. WGLL;
  All customer enquires dealt with and all within applicable SLA’s.
• On receipt of order, arrange customer breakdown repairs and order parts by liaising with the Service Sales team. WGLL; where you have arranged work, 100% of PO’s processed and system updated. Liaise with team to make them aware of requirements.
• Liaise with the Parts Support Team to obtain the parts for planned and unplanned service visits. WGLL;
  Proactively engage with internal team meetings to progress planned works an assist to resolve issues.
• Provide support to Field Service Engineers to ensure tasks are completed. This may involve out of hours working. WGLL;
  Assist engineers when they have issues on site, which may be out of hours.
• Booking of equipment specific to each job as required. Ensure booked equipment is serviceable and available to be used. 100% of equipment required for servicing e.g. load banks, cables booked.
• Produce Risk Assessments and Method Statements for Service works from template library. 100% of RAMS requests met.
• All employees are expected to comply with the Company Health & Safety Policy, including carrying out general housekeeping to ensure work areas are tidy; and comply with all aspects of the company ISO 9001:2015 procedures, proactively contributing to the company’s continuous improvement programme.

• Good understanding of generators is not essential but a keen interest in mechanical or electrical equipment would be advantageous WGLL; actively engages in training and workshop time to understand generator operation. Ability to assist customers in basic fault finding and starting issues.
• Excellent organisational and communications skills required WGLL;
  Very organised individual with good knowledge of the customer and generators that they have. Always knows what’s going on or…