Engineering After Sales Service Desk Controller

PMP Recruitment
£25000 - £26000 per annum + Negotiable DOE
30 Sep 2016
28 Oct 2016
Contract Type
Cordant Recruitment are recruiting for an experienced Engineering After Sales Service Desk Controller (High Capital Goods / Specialist Machinery & Vehicles) to join our clients after sales customer service team in Peterborough. Do you have Engineering / Technical knowledge within a similar product line ? if so please read on Our client supplies, maintains and provides training on equipment dedicated to all-year-round surface clearing, including winter snow and ice clearance, sweeping and vegetation control. They operate a nationwide service & maintenance operation Providing effective solutions to keep roads, airports and motorways clear. Their range includes sub-compact, compact and truck mounted sweepers, snowploughs, permanently mounted and demount-able spreaders, airport de-icing and snow removal equipment and all-terrain vehicles for grass mowing and hedge cutting. This role would suit an individual with Engineering knowledge & who has worked in one of the following industry sectors; Plant Hire, Off Highway Machinery / Vehicles, Construction Machinery / Vehicles, Agricultural Machinery / Vehicles, Military Vehicles, Rail Clearance Machinery / Vehicles, Airport Machinery / Vehicles or similar product ranges. Engineering After sales Service Desk Controller Job Specification: Hours: 45 hours a week Monday - Friday. Covering the opening hours of 7.30 am to 5pm MAIN RESPONSIBILITIES & TASKS: Answer incoming customer calls and emails to log maintenance requests or report breakdowns. Schedule service engineers to respond to customer calls, using knowledge of the length of time and complexity of jobs Be able to discuss minor technical queries or explain technical situations with customers in a user-friendly manner Prioritise and coordinate customer requests, maximising engineer utilisation Plan and ensure efficient delivery of contract, planned and rework service jobs. Where required assist the Parts department. Ensure that all calls have the primary focus of excellent customer service, but at the same time, achieve after sales targets Make outgoing calls to follow up on quotations and check that the customer is satisfied with the service given Deal with the paperwork necessary for tracking service calls and parts orders Ensure that a suitable understanding of SAP functions commensurate with the work required is achieved to ensure efficiency. Provide support to the Customer Service Supervisor. Ensure timely processing of internal paperwork, (T.I / A.S. Notes, VOR & WIP logs, Engineers Job sheets etc.) Managing all engineers stock queries Ensure engineers parts orders are correct Chase parts back orders for all outstanding jobs as required to ensure good customer service. Ensure all telephone calls are answered within the agreed time limit. Responsible for engineer's day to day work and utilisation and assist proactively with achieving a high level of first time fix. Demonstrate your commitment to our 3 values - Ownership, Professionalism and Respect Via the values of the project, ensure Continuous Improvement becomes ingrained as part of personal and Team culture in all daily processes and procedures. SKILLS, EXPERIENCE & QUALIFICATIONS: Engineering knowledge of plant or capital vehicles Experience of working hands on and/or a qualification in engineering At least 3 years' experience of working in a telephone scheduling role or workshop planning Excellent organisational and administration skills Good standard of education with level 2 in English and maths, preferably at least a level 3 qualification in a related subject Ability to deal with a busy call desk and respond to pressure situations quickly Good IT skills, with SAP knowledge an advantage Good personal image Excellent communication skills and telephone manner PERSONAL QUALITIES: Professional attitude to work Hardworking Confident Excellent communication skills Accuracy and attention to detail Able to relate to all level of employees as well as deal with customers and Group colleagues Cope with pressure Flexible approach to work tasks and hours Common sense Positive attitude Confidentiality, trust, loyalty and commitment High Level of Motivation Hands-on, practical approach Organised and able to solve problems Work on own initiative and able to self-manage workload Team player Interviews for this role are to take place over the next 2 weeks PMP Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. This job was originally posted as