Service Team Leader
Manage service desk and staff
* Ensuring that the correct parts go out to site for works to be completed.
* Achieving set SLA's both internal & with customers.
* Setting up maximum term Service contracts.
* Preparing all management meeting reports as agreed with Sales & Service Manager
* Being a point of escalation for all customer service issues.
* Customer contract renewal processing.
* Building Solid relationships with customers and gaining their trust.
* Provide the service department with support as and when required.
* Handling face-to-face enquiries from customers and attending customer site meetings.
* Maintaining a sound understanding and adhere to the companies 'Code of Conduct and policies'.
* Promoting a hardworking, successful and pleasant team environment.
* Resolve service desk issues and improve current service desk methods to increase productivity and customer satisfaction
* Ensure all customer satisfaction questionnaires process.
* Ensure all hotels, transport, crane and lifting equipment requirements are arranged for installs and service duties.
* where required attend management meetings as instructed by your line manager,
* Ensure all engineers expenses are completed on time and are checked ready for processing
* Management of the new CRM system and all data included within.
* Ensuring all the data for the CRM system is correct, clear and decisive.
* Ensuring that the service department send correct parts to site for works to be completed on time.
* Ensuring that the all jobs and live quotes have valid order numbers prior to commencing.
* Ensuring that all PPM detailed on schedules are completed on time.
* Achieving all agreed SLA's and highlighting factual reports on any shortfalls.
* Monitor department capacity and provide factual data where additional capacity is required
* Monitoring and adapting processes/SLA's to customer feedback
* Ensuring that all new and renewed Service contracts are validated and processed in time and cost analysis completed.
* Resolving customer complaints
* Ensuring that the correct parts go out to site for works to be completed.
* Achieving set SLA's both internal & with customers.
* Setting up maximum term Service contracts.
* Preparing all management meeting reports as agreed with Sales & Service Manager
* Being a point of escalation for all customer service issues.
* Customer contract renewal processing.
* Building Solid relationships with customers and gaining their trust.
* Provide the service department with support as and when required.
* Handling face-to-face enquiries from customers and attending customer site meetings.
* Maintaining a sound understanding and adhere to the companies 'Code of Conduct and policies'.
* Promoting a hardworking, successful and pleasant team environment.
* Resolve service desk issues and improve current service desk methods to increase productivity and customer satisfaction
* Ensure all customer satisfaction questionnaires process.
* Ensure all hotels, transport, crane and lifting equipment requirements are arranged for installs and service duties.
* where required attend management meetings as instructed by your line manager,
* Ensure all engineers expenses are completed on time and are checked ready for processing
* Management of the new CRM system and all data included within.
* Ensuring all the data for the CRM system is correct, clear and decisive.
* Ensuring that the service department send correct parts to site for works to be completed on time.
* Ensuring that the all jobs and live quotes have valid order numbers prior to commencing.
* Ensuring that all PPM detailed on schedules are completed on time.
* Achieving all agreed SLA's and highlighting factual reports on any shortfalls.
* Monitor department capacity and provide factual data where additional capacity is required
* Monitoring and adapting processes/SLA's to customer feedback
* Ensuring that all new and renewed Service contracts are validated and processed in time and cost analysis completed.
* Resolving customer complaints