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Key Responsibilities:
- Providing support to the client and answer calls and emails in a professional and timely manner
- Determine the nature, priority of faults based on information provided by the client
- Liaise closely with site teams and head office, ensuring accurate processing of quotations and purchase orders
- Managing the supply chain and drive them to attend within required SLA's
- Driving the engineering team to attend to all callouts within required SLA's
- To obtain a comprehensive understanding of the scope of the contract and ensure that all work is carried out in accordance to the contract scope and not outside of this
- Raise and assign work orders to relevant resources
- Actively identify and implement innovation across the contract to enhance performance and continue to meet client expectations
- Monitoring calls received from the customer through to call completion and updating records
- Allocation of internal engineers to call outs and maintenance visits, driving the engineering team to attend to all callouts within required SLA's.
- Ensure QHSE documentation is maintained and readily available using company systems
- Manage system as a key user on site including PPM records, reactives and reporting
- Maintain people records such as new starters, leavers, general staff changes, contact details, etc
- Effective communication with all levels of internal teams and external customer
- Familiar with daily operations and the specific scope of the contract
- Undertake any other duties as requested by the Contract Manager, Lead Contract Support, or Finance & Contract Support Manager
Training
- Very proficient in the use of Outlook, Word, Excel, Access and PowerPoint.
- Excel skills to include basic functions, v-lookups, etc.
- Experience of using Dynamics, Concept, Maximo or any other similar CAFM system
