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| POSITION DESCRIPTION | BUSINESS EQUIPMENT INDUSTRY SEPTEMBER 2008 |
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Service Control Team Leader |
| Position Code: | 255 | | Career Level: | 4 |
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Responsible for
Receiving and recording customer calls for service; planning and coordinating the activities of a team of Service Work Controllers to ensure an efficient and effective response to customer's requirements. |
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Reports To
State/Regional Service Manager; National Service Manager. |
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Supervises
A team of Service Work Controllers. |
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Main Activities
Ensuring the prompt and accurate recording of all customer requests for service.
Planning and prioritising customer service calls according to specified procedures and directions.
Ensuring an accurate database of all customer, machine and engineer information is maintained.
Planning and coordinating the dispatch of work assignments for Customer Service Engineers to ensure efficient utilisation of engineer time.
Ensuring adherence to call escalation procedures to maximise customer support.
Liaising with all relevant departments to ensure the efficient and timely movement of customer equipment.
Monitoring and controlling the ordering and dispatch of service parts required by engineers to fully maintain customer machines.
Maximising customer relationships by communicating requirements to management and other company departments.
Compilation of reports.
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Key Skills
Computer knowledge.
Customer relations.
Telephone handling skills.
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Internal Contacts
Sales; Administration; Customer Service staff. |
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External Contacts
Major customers. |
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Typical Experience
At least 5 years experience. Proven supervisory experience. |
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