Our client is a fast growing global manufacturer of high quality drinking water appliances. In their aftersales team they pride themselves in delivering world class service and believe in a culture of continuous improvement and excellence.
The Aftersales 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 team of 4 field service engineers who work to focused KPI’s to respond in a timely, professional and efficient way.
Coupled to the above role they are huge believers in proactive planned maintenance so they are constantly trying to secure service contracts for clients so that that we can preventatively maintain equipment rather than reactively repair.
The role we are currently trying to fill 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 work in upcoming projects.
The points below covers the key areas of the role;
- Customer / Client Liaison and fault logging
- Tech support to support and dealers
- Scheduling
- PPM Management
- Sales Order Input
- Install booking and contracts management
- Project Management
The key qualities they 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 they measure on a day by day basis are as follows;
- First Time fix rate – target 95%+
- Customer Contact Time – target 4 hours + per operative
- Response time – Target 9 working hours
As already stated this Company is a very fast growing and innovative company who 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 will work in.
Get the Recruitment Genius Advantage today. As the UK's largest online recruitment advertising company placing more candidates than anyone else.