Purpose of Position
Dispatch and coordinate engineers to work orders to ensure customer SLA requirements are met. Monitor work orders in back log to ensure as quick as possible completion. Following all the time SLA and be in contact with field engineers continually. Attend customer meetings when required and support service manager in monthly report creation.
Key Responsibilities
- Handling and coordinating service calls and incoming service requests
- Following up SLA
- Following up back log calls
- Following up FTF
- Attending monthly service meetings as required
- Reporting service performance to customer
- Providing support for business customers and partners over the phone/email.
- Progress chase urgent spare part requirements.
- Handling other various tasks required by the employer.
- Maintains a safe working area and acts in accordance to HSE Policy.
Relationships
- HD2
- Operation Manager
- Field Service Engineers
- Site attendants and Dealers
Measures of Performance
- FTF
- Back log
- SLA
Background and Skill
Education: Secondary or higher level
Language skills: Fluent in Latvian and English, both spoken and written.
Other skills:
- Dedicated to meeting or exceeding expectation form internal and external customers.
- Constantly monitoring all service requests and making sure all are dispatched on time.
- Customer Relations skills
- Some Knowledge of Petrol Forecourt, Point of sale and Tank gauge equipment would be desirable.
Personal Trait Profile
- Excellent telephone/ email customer service
- Positive and proactive
- Able to work under pressure
- Flexible both in hours and playing in the team to improve the service provided by the Helpdesk and customer support.
- Sense of Urgency/Immediate Impact
- Communicates openly and clear
- Personal accountability and ownership
- Personal development and learning agility
Apply the position at Manpower right here.