Luke Edwards Email & Phone Number

Monmouth, Wales, United Kingdom

Monmouth, Wales, United Kingdom

• Overseeing the day-to-day operations of the Field Engineering team, including management of diaries, annual leave and identifying and arranging opportunities for continuing professional development within the team.• Acting as first point of contact for Field Engineers, clients, and departments within the business. This includes troubleshooting of numerous issues that arise relating to the Engineering team’s operations, requiring… Show more • Overseeing the day-to-day operations of the Field Engineering team, including management of diaries, annual leave and identifying and arranging opportunities for continuing professional development within the team.• Acting as first point of contact for Field Engineers, clients, and departments within the business. This includes troubleshooting of numerous issues that arise relating to the Engineering team’s operations, requiring prioritisation of issues while being flexible and organised.• Overseeing the planning and provision of Field Engineers to customer sites across the UK and Ireland, including working closely with clients on projects such as HS2 and a number of municipal and industrial sites.• Development and implementation of new processes.• Identifying new opportunities for business growth.• Overseeing the Engineering vehicle fleet. Show less

Cardiff

• Prepare and co-ordinate mobile engineering activities and site visits, ensuring all visits are booked in advance and all relevant documentation is prepared beforehand.• Source tasks for the mobile engineers from open orders in Navision in date/priority order.• Identify the skills required for each task and allocate a member of the engineering team to relevant tasks.• Liaise with customer sites to seek approval for visits based on contracted dates.• Prepare and provide RAMS in… Show more • Prepare and co-ordinate mobile engineering activities and site visits, ensuring all visits are booked in advance and all relevant documentation is prepared beforehand.• Source tasks for the mobile engineers from open orders in Navision in date/priority order.• Identify the skills required for each task and allocate a member of the engineering team to relevant tasks.• Liaise with customer sites to seek approval for visits based on contracted dates.• Prepare and provide RAMS in advance of all site visits.• Compile an advance weekly schedule and communicate details of all visits to the engineers and oversee the jobs to successful completion Show less

Caldicot, Monmouthshire, United Kingdom

• Support all calls and tickets surrounding licensing and software assurance, and supporting configurations of part numbers in AMC, SLS and various other internal systems.• Troubleshoot and escalate as necessary to 2nd and 3rd Line teams if unable to resolve at 1st Line.• Liaise with customer representatives to progress fault resolution, and advise customers of any developments and changes within the incident that may impact them.• Writing monthly progress and statistical reports… Show more • Support all calls and tickets surrounding licensing and software assurance, and supporting configurations of part numbers in AMC, SLS and various other internal systems.• Troubleshoot and escalate as necessary to 2nd and 3rd Line teams if unable to resolve at 1st Line.• Liaise with customer representatives to progress fault resolution, and advise customers of any developments and changes within the incident that may impact them.• Writing monthly progress and statistical reports for supervisors and managers. Show less

Caldicot

• Use network tools to monitor core networks and customer services.• Proactively initiate incident management processes.• Track incident management of issues through ticketing systems.• Management and Technical escalation of Trouble Tickets in line with set processes.• Coordinate NOC activities with local Field Operations and Vendor/Supplier representatives to diagnose and fix faults across a pan-European network.• Liaise with customer representatives to progress fault… Show more • Use network tools to monitor core networks and customer services.• Proactively initiate incident management processes.• Track incident management of issues through ticketing systems.• Management and Technical escalation of Trouble Tickets in line with set processes.• Coordinate NOC activities with local Field Operations and Vendor/Supplier representatives to diagnose and fix faults across a pan-European network.• Liaise with customer representatives to progress fault resolution.• Support local Field operations with maintenance activities.• Manage service desk email traffic for several support inboxes. Show less

History

Education record