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| POSITION DESCRIPTION | BUSINESS EQUIPMENT INDUSTRY SEPTEMBER 2008 |
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Service Work Controller |
| Position Code: | 260 | | Career Level: | 2 |
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Responsible for
Receives and records customer calls for service, and plans and coordinates the activities of engineers to ensure an efficient and effective response to customer's requirements. |
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Reports To
Service Control Team Leader. |
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Supervises
No supervisory responsibilities. |
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Main Activities
Ensuring all customer telephone calls are answered in a courteous and professional manner and ensuring the prompt and accurate recording of all customer requests for service.
Planning and prioritising customer service calls according to specified procedures and directions.
Maintaining an accurate database of all customer, machine, and engineer information.
Actively reducing customer requirements for service by implementing call avoidance techniques.
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.
Maintaining knowledge and awareness of related software and hardware products.
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Key Skills
Computer knowledge.
Customer relations and telephone handling skills.
Technical skills in hardware and software, including downloading drivers.
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Internal Contacts
Sales; Administration; Customer Service staff. |
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External Contacts
Customers. |
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Typical Experience
At least 2 - 4 years related experience together with formal networking qualifications e.g.: CAN, MSCE and MCP. |
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Other Comments
Alternative Title: Service Work Dispatcher/Scheduler. |
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