Technical Support Internal Technician

Description

• To find solutions to challenges, liaising across the business (and externally where appropriate) to “make a plan” when it may at first appear no options exist
• Use your technical and operational knowledge to drill into jobs and the engineering planner to work out solutions to labour resource challenges. No customer requirement to be “bumped” without all options being exhausted.
• Contribute to and support the call-out request process, liaising with area coordinators to fulfil responses with minimum operational disruption and in adherence to the contracted customer SLAs
• Assist with the planning and coordination of commissioning activities, liaising with our area coordinators and the client to ensure all programmes are understood and fulfilled.
• To contribute to the process of review and continual improvement to streamline process and enhance service delivery.
• Perform the technical review of all engineer reports on a daily basis, providing sufficient scrutiny to identify “missed” problems and “join up the dots” with previous attendances and other related knowledge
• Produce RAMS for work to be delivered as required to support the coordination team with their planning and approvals process
• To deputise for the other team members, whether more senior or junior, to support service delivery
• To be the advocate of the customer, driving delivery to meet and exceed their expectations
• Scope out remedial works required, including labour, materials, tools, equipment and H&S and Business risks and feed to the Service Sales team for the production of customer quotations.
• To comply with departmental processes to ensure the efficient and compliant delivery of all services.
• Identify the need for, raise, and track DMAICs where appropriate
• Support the field engineering teams as required, providing information and guidance to resolve issues in the most timely manner and in the best interests of Airedale and our customers.
• Participate in the Out of Hours “Duty Manager” rota to manage call-outs and arrange coordinated engineer attendance
• Manage agreed process to identify when free technical support should be provided and when chargeable attendance should be offered
• Report on performance as required to track progress against agreed metrics and drive continuous improvement
• Manage timekeeping and attendance with colleagues to ensure sufficient cover is always available.
• Responsible for the provision of Phone and Email support to existing customers
• To take responsibility for the delivery of all services provided by your team
• To assist with the recording and monitoring of department Key Performance Indicators.

Requirements

• Excellent customer service skills.
• HVAC apprenticeship with C&G Refrigeration and Air Conditioning Level 2/ Level 3 would be desirable.
• HND or Degree qualified in Technical Discipline
• To aspire to provide a “best in class” customer experience through every interaction with the Aftermarket client base.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance