Breakdown manager

Objectives of the role * To action the calls into the breakdowns in box ndash; triage the calls and deploy the correct staff * To manage all calls into the service system * To update the planner for labour resource To order parts for the repairs / service jobs Main duties and responsibilities * To be responsible for logging all of the breakdowns in the email box and called directly into the office in our service system * To communicate with the customers to triage the issues and try to resolve over the phone * To book the works in the resource planner ndash; to discuss with the engineer the nature of the call * Despatch them to site through the internal system with correct admin and parts * To confirm with the engineer when the works are completed and obtain all of the paperwork ,parts used and photographs * Update the customer once completed * Update both the resource planner and the service system * Action weekly reports to the line manager to look for trends for service breakdowns, parts failures and engineer issues Requirements * Computer literate * System centric * Ability to work in a fast paced environment * Need to be used to handling difficult customers * Previous service planning would be advantageous Engineering knowledge would be essential ndash; Commercial Boilers or Chillers