Terberg DTS UK is looking for a Service Supervisor to join the growing Fire & Rescue division of the company.
Location: Gloucester
What is the job role?
To supervise maintenance and repair activities for Civilian and Military contracts & provide effective customer service building relationships with both internal and external customers. Action customer repair’s, maintenance and breakdown requests in a timely and cost effective manor, monitoring and organising all service and pre planned work. To work within a service team and to liaise effectively with all other departments. Prioritise work effectively ensuring all documentation is accurate and that all information is correctly entered into in-house software systems accurately with sufficient and suitable information. Management of WIP, and quote customers.
Requirements and what we are looking for
- To take customer calls and log repair notifications, allocating the appropriate Field Service Engineer to meet customer requirements, ensuring maximum utilisation of Field Service Engineering resource according to capacity and geographical location and keeping customers updated on the reported job progress.
- Maintaining established and new contract plans, ensuring that all scheduled maintenance contracts are managed in a timely and cost efficient manner.
- Deal with day to day queries from both internal and external customers and liaise with Supervisor/ Ops Manager regarding any issues that may arise.
- Ensure all jobs are entered onto the appropriate in-house computer system.
- To ensure that all field service vehicle parts sales are recorded accurately and promptly.
- Provide data and supporting evidence to internal and external customers regarding service work that has been completed and or is outstanding.
- Proactively ensure that customer accounts are managed in line with agreed contracts:
- Obtain purchase order numbers in a timely manner.
- Invoice contractual revenue in line with department objectives.
- Liaise with Accounts to proactively manage invoice queries.
- Complete credit requests.
- Scrutinising vehicle defect reports to ensure such defects are covered under the appropriate contract.
- Scrutinising all repair options to ensure value for money is achieved.
- Prepare and maintain vehicle administration accurately and proactively ensure that customer accounts are managed in line with set processes, procedures and agreed contracts including:
- Co-ordinate service VOR swaps in line with company procedures.
- Manage incoming calls, emails, correspondence proactively and ensure customers kept up to date throughout.
- Accurately recording vehicle faults and maintaining the spreadsheets.
- Ensuring defects are passed to the relevant maintenance organisation in a timely manner.
- Ensuring all in-house systems such as LIST are updated.
- KPI’s to be monitored.
- Up to date and clear administration.
- Safety defects outstanding.
- Overdue services.
- To keep WIP at a manageable level.
- Administration of aged jobs and invoice queries.
- Ensure best practices are used when distributing field service engineer’s jobs.
- Undertake any other duties consistent with the purpose of this job or to support the needs of the business.
- Excellent organisation and prioritising skills.
- Ability to demonstrate positive customer service skills.
- High level of attention to details.
- Ability to troubleshoot and put forward new ideas to improve processes within the department.
- Able to work under pressure.
- Ability to prioritise own work and work within the department to assist others.
- Confidence to put forward views and contribute to the development of the department.
- Self-motivational with the ability to challenge the status quo, and research and offer suggestions for improving efficiency or customer experience.
What do Terberg DTS offer you?
As a colleague of Terberg you get a varied full-time job at the market leading supplier of specialist vehicles, equipment and support to the UK logistics, distribution, port, industrial, aviation and fire and rescue. The atmosphere in our family business is pleasant and you will work within a motivated team. We offer great benefits including; company events, health & wellbeing programme, cycle to work scheme and more. Personal development is important to us so further training and education may be offered so you can excel.
Is this the right career path for you?
Let us know by sending an email to recruitment@terbergdts.co.uk and attach your CV and a brief description of why you want to apply for the role. If you would like more information about the company or the vacancy, Please contact our Internal Recruitment Consultant, Nicky Adl on 01422 257 100.
Royal Terberg Group operates worldwide in the development, production and service of special vehicles and systems for logistics and refuse collection. As a family business, we stand for our people. Based on our core values, we focus on sustainable growth and innovation, which has made us successful for more than 150 years. For example, we have been investing in electrically powered vehicles since 2014 and are testing hydrogen to the full. We want to deal responsibly with our environment so that future generations can continue our success.