● To know and develop proficiency in handling internal company software platforms, ie. iCABS, SCP and any other systems that may be introduced.
● Must have a good knowledge of the branch territory.
● To ensure that the Service Companion usage is maximised for all the service deliveries & should be always above 95%
● 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
● To ensure that all the service companion devices are active and in use. All the devices should be active 100% at any given point of time
● Priority-wise planning of all due for Renewals visits, enquiries, call outs and complaints. Pending visits should be negligible (Service backlogs). Emphasis on "On Time planning”
● Liaise with the 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/STOP Services are attended to effectively and promptly.
● Manage service documentation and ensure all customer/technician’s feedback are followed up with actions
● Enter correct (error free) consumption data and TOS in the SCP to ensure command centre account profitability reflects correct data customer wise.
● Ensure all service data from dockets, log cards, service orders and other sources is updated accurately into business systems in timely manner
● Coordinate with the IT team for new users, device issues etc.
● Supports business transition from paper-based to system and digital-based planning, visit documents, whilst upholding documentation integrity. Follow callout process so as to ensure that the complaints are delivered only after raising the ticket
● Review service reports with OM, OE and BM and highlight areas of concern – critical backlog and weekly trend to manager.
● Reviews and provides service compliance updates daily.
● Assist & help AOM / OM / Assistant Branch Manager / Branch Manager in monitoring Technician 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 scheduling
● 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
● Utilise the Route technicians for jobbing only after the route technicians routine services are delivered
● 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. Residential GSS SOS should also be the priority
● Weekly reporting of pending jobs, ageing profiles to ABM/BM
● Monthly reporting of technician wise 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.
● Annual Leave planning of technicians
● Ensure that each technician service productivity is achieved as per set targets