Tia Smyth Email and Phone Number

Analyse jobs, both reactive and PPM, and allocate to the correct engineer resource based on location, skill, priority, and customer requirements. Prioritise numerous competing tasks; continuously monitoring the progress of work whilst communicating any delays to the relevant people. Work in conjunction with the Operations/Delivery Managers to ensure seamless management and delivery of contracts. This is carried out through daily reports and calls to review any backlog jobs. Escalating customer complaints/escalations through the relevant processes. Keeping the client up to date with any scheduling issues whilst also keeping account managers aware of any issues to avoid escalations. Raise purchase orders within the system for materials in order for the engineers to complete their jobs on time, ensuring costs and contract thresholds are adhered to. Once quoted works have been approved by the client I also arrange for hire equipment where required.

Responsibilities for this job role include knowing all Customer Service Contracts and ensuring we meet each contracts needs individually, this requires the ability to log service requests from each client portal and make sure we meet customers SLA. I deal directly with major supermarkets and private customers providing a professional positive attitude to keep the customer fully informed and updated on any job queries. Fully organise the workload of our engineers making sure we meet all SLA's and pass all relevant information onto the correct engineer to ensure correct skill set and prompt fix. We provide end of shift handovers ensuring all important information is passed to relevant departments, admin, procurement or the desk controller to ensure any outstanding work is prioritised and parts sourced. I am confident in all areas of this roll and I'm able to maintain my workload to a high standard.