GENERAL DUTIES & RESPONSIBILITIES
● To know and develop proficiency in handling internal company software platforms ie iCABS, ServiceTrak and any other systems that may be introduced.
● Organisation of schedule and planning of all service (including contracts, jobbing, call outs, etc.) requirements on a daily, weekly and monthly basis for all technicians within the branch
● Priority-wise planning of all due for Renewals visits, enquiries, call outs and complaints
● Liaise with Sales and Service team to best accommodate urgent service visit appointments and communicate changes to affected customers timely.
● Ensure customer service-related complaints or termination notifications are attended to effectively and promptly.
● Manage service documentation and ensure all customer/technician’s feedback are followed up with actions
● Ensure all service data from dockets, log cards, service orders and other sources is updated accurately into business systems in timely manner
● Supports business transition from paper-based to system and digital-based planning, visit documents, whilst upholding documentation integrity.
● Review service report with OE and BM and highlight areas of concern – critical backlog and weekly trend to manager.
● Reviews and provides service compliance updates daily.
● Assist & help Assistant Branch Manager/Branch Manager in monitoring service productivity and efficiency related KPIs
● Maintain positive working relationship and effective communication with Sales & Service Colleagues, Supervisor, Technician, Operations staff for any service related issues. Coordinate with Sales for any available slots, time adjustment for new sales
● Work with branch management to correct service areas distributed across the business based on annual revenue from areas, time on site, travel time & routine requirements
● Expected to be knowledgeable about company safety policies and safety (SRA) requirements on the job, be able to read and understand company policies
● Any unresolved issues should be quickly elevated to the next level of management for prompt resolution
● Any other similar duties as and when specified by the manager
● Daily, weekly & monthly (SOS) State of Service for Branch
● Weekly reporting of pending jobs, ageing profiles to ABM/BM
● Monthly reporting of per technician trends.
● Maintain State of Service and productivity data per technician
● Maintain visibility on complaints received and report on all call outs / critical incidents received from branch.
● Yearly reporting on technician per branch and State of Service trends.
● Annual leave planning of technicians
● Plan, if any on Overtime (OT) work and trend of OT per week per technician