The Company is a fast growing supplier of hot and cold drinks to the office industry. In their after-sales team they pride themselves in delivering world class service and believe in a culture of continuous improvement and excellence.
The Company's after-sales team is committed to providing a proactive and responsive service to our clients in the 3 key areas of field service role, this is reactive breakdown calls, planned maintenance visits, and project installation work. Backed by a 7 man field service team, who work to focused KPI’s to respond in a timely, professional and efficient way.
Coupled to the above role this company are huge believers in proactive planned maintenance so we are constantly trying to secure service contracts for clients so that we preventatively maintain equipment rather than reactively repair.
The role they are currently recruiting for would include elements from all of these areas and in particular the day to day running of the field based support team in the above areas of work. Also liaison with clients to book in upcoming project work.
The points below cover the key areas of the role;
- Customer / Client Liaison and fault logging
- Tech support to support and dealers
- Scheduling
- PPM Management
- Install booking and contracts management
The key qualities we would look for in a person would include the following;
- Good listening skills – understanding the customer
- Good communication skills – the ability to clearly articulate a situation
- The ability to work under client and time pressure
- The willingness to work flexibly – field service persons sometimes work weekends and long hours, there would be times when a call or email will need to be answered or actioned out of hours.
- A willingness to innovate – our team is dynamic
- Competent IT skills, 90% of the work is all done via web-based service and accounting systems.
The Key Performance indicators that we measure on a day by day basis are as follows;
- First Time fix rate
- Customer Contact Time
- Response time
As they are a fast growing and innovative company, they are constantly looking to their staff to assist in the culture of continual improvement. And to this end they sometimes work on improvement projects as a team, sometimes outside of their own day job.
Any potential candidates after initial interview are given the opportunity to experience a day in the aftersales team to try for themselves the environment they work in.