Service Supervisor/Administrator Job in London, London UK
This company is an Apple Reseller that supply technical solutions to businesses within Enterprise, SME and Education and Public Sector. They are a growing international business with their head office in London and have an international presence in Hong Kong, Singapore, US and Australia.
Purpose:
To support the Service Manager in the day-to-day activities of the Service department ensuring customer expectations and service SLA's are met.
To provide our customers with the ultimate service experience, and to grow market share and revenue for the company in respect of its products and services.
Key Tasks and Responsibilities
- Allocate pre-build jobs to First Line Team and monitor the process.
- Review all logged incidents and requests for which First Line are initially responsible.
- Conduct regular meetings with the First Line team and monitor their performance, progress and continually improve process.
- Ensure consistency of information across Hansa, iRepair, Workflow and any other system used to keep records of financial and technical activities of the department.
- Responsible for all billing of chargeable work, creating invoices for both account customers and credit card transactions.
- Assist the Service Manager in arranging the field diary, allocating engineers and keep contact with customers in the process.
- Drawing up maintenance contracts (for sign off by Service Manager) and maintaining contract files, following documented maintenance contract guidelines and procedures.
- Prepare invoices for Apple repairs under warranty (monthly Bill and Bill report).
- Register Care Plus Protection Plans with Apple as and when delivered to Service via Workflow.
- Prepare reports for customers on call logging, Prepaid Labour and other elements of SLAs.
- Generate service analysis and reports for the Service Manager.
- General admin duties, i.e. Insurance Letters, petty cash admin.
- File all documentation (Call Sheets, Consignment Notes, Purchase Orders, Packing Lists, Invoices, Contracts).
- Help source and manage third party support/outsourced services.
- Manage and monitor loan stock and request loan stock if insufficient stock is available.
- Ensure the Service Dept is kept clean and tidy at all times, in order to ensure a safe and pleasant working environment, for staff and customers.
- Be aware and vigilant of security or Health and Safety issues and report any findings to management.
- Follow through to completion all projects, tasks and delegated work.
When Service Manager is not available or on leave:
- Report directly to Technical Services Director
- Assist in management of engineers within Technical Services (London and Midlands).
- Report all staff holiday, sickness and lateness to a Director.
- Assign jobs to Technical Service engineers for repair, install, builds and support.
- Monitor job reports and check call sheets ensuring engineers report correctly on their activity. This is aimed both at building a solid knowledge of issues affecting our customers and at ensuring jobs are correctly billed to preserve Service revenue.
- Ensure engineers update iRepair within 8 working hours and keep Business Sales updated on progress/completion of work.
Key Skills Required:
Essential
- 2 years previous experience in a supervisor and/or senior admin role
- An intelligent self-starter with the ability to work on their own initiative to take ownership and resolve problems
- Strong leadership, interpersonal and communication skills
- Strong organisational skills, create and/or maintain policies and procedures where required
- The ability to prioritise and delegate accordingly
- Excellent customer service skills
- Flexible approach to working hours