Breakdown Scheduler

07th February 2020

Company: Street CraneXpress

Reports to: General Manager

Department: Breakdown

Location: Tyler Street, Sheffield S9 1GL

Job summary

To provide a pro-active and efficient customer care service package to existing and potential customers predominantly in the breakdown department.  This will be by ensuring that all enquiries are resolved efficiently, effectively and within the department’s service level commitments, striving to continuously improve current processes and procedures. 

Ensure that all breakdowns are attended to in a timely manner, by suitably qualified and competent engineers.

Additional Information

  • The service department deals with preventative maintenance contracts (PPM), breakdowns on a 24-hour basis, service follow up work (SFU), spare parts and all after sales activities associated within Street CraneXpress
  • The company consists of over 75 of employees, around 15 of which deal with incoming customer queries via the telephone between 8:45 –17:00 Monday–Friday.

Main Duties and Responsibilities

  • Attain monthly performance targets for breakdowns in line with pre-agreed departmental expectations
  • Monitor jobs, maximising and prioritising quotations to minimise delays
  • Review new breakdown orders, ensuring that the planned output spreadsheets are kept up to date with current workload
  • Ensure breakdowns are attended to in a timely manner, minimising delay in doing so
  • Allocate suitable labour for the job based on geographical location and skill set
  • Source and organise appropriate plant and equipment for the job
  • Supporting weekly breakdown invoicing in line with the breakdown procedure
  • Promote excellent customer service in line with our departmental standards, procedures and guidelines
  • Management of costs gathered on jobs, ensuring off hire of plant is also controlled
  • Take responsibility for the breakdown jobs that are under your control to maximise output
  • Liaise with other sections of the Service Department to achieve departmental standards and maximise output in line with budget expectations

Other Responsibilities

  • Breakdown/timesheet cross referencing with Navision hours
  • Respond appropriately to breakdown queries received providing a response to confirm the outcome/action
  • Build effective relationships with customers both internally and externally
  • Maintain and update customers’ records accurately and in accordance with data protection requirements, ensuring systems are kept up to date
  • Matching up to invoices to purchase orders and process payments with the Accounts Department
  • Ensure that all Breakdowns are invoiced correctly in the relevant month of completion

 

Key Skills/Experience

  • Experience of working within a busy customer service team would be advantageous
  • Ability to work under pressure and deal with challenges in a professional and calm manner
  • Ability to take ownership for all customer service-related enquiries received, and see through to full resolution
  • Confident communication skills, face to face, on the telephone, and via written communication
  • Ability to take ownership for work and see through to full resolution
  • Confidence to use initiative and make sound commercial decisions
  • Flexible with the ability to prioritise
  • First line management experience would be advantageous
  • Fully conversant with Microsoft Word, Outlook and Excel

To apply for this role, please send your CV and covering letter to recruitment@scx.co.uk.