We need a service oriented person who can manage performance of our IT Field Engineers.
This is done by responding to emails, handling escalations and enquiries, producing reports and monitoring field engineer performance to ensure they arrive on time, are good at client interactions, quality of repair and workmanship, and through performance reviews.
The role includes making sure the field engineers are fully trained and qualified and perform their certifications on time and to a high standard.
It also requires working with the national schedulers and planners and parts suppliers to ensure that there is enough parts and engineers to perform the PC repairs.
The aim of this role is to ensure our client is happy with our Field Engineers arriving on time, performing great quality repairs and are customer friendly to the clients.
As part of the role, you will also be trained on scheduling and planning to ensure you support the planners and schedulers.
In a brief summary:

• You will respond to client requests for information and reports on engineers
• You work with the planners and team leads to access the engineers for further information
• Monitor the field engineers overall performance against SLAs
• Attend meetings with our prime customer and supplier to work on performance improvement plans
• You will look at ensuring the engineers have the right tools, training, parts, access, etc (whatever is needed to keep engineers productive)
• You will be the escalation point for management, clients, partners and our planners and schedulers if they need help, guidance, assistance etc.

You MUST have EXCELLENT ENGLISH
You MUST have EXCELLENT WRITTEN Skills
You MUST have EXCELLENT knowledge of Office, Outlook, Powerpoint, Excel, Word.
You need to be friendly on the phone, reliable and dependable
This job is flexible, there is no start or end time and allows you to work independently. Once set up, you can work from home as well as long as the performance monitoring, reports and SLA monitoring and scheduling are completed.
GRADUATES ARE WELCOME as we will guide and teach you what service management is all about.
This is a stepping stone into the IT Service Management Industry.
Ideal candidates will have a services management background with an IT Services firm wanting to join and be part of a growing IT market segment.
Job Type: Full-time
Pay: $60,000.00 – $80,000.00 per year
Schedule:

• 8 hour shift

Application Question(s):

• Do you have knowledge of Microsoft Office and especially Excel?

Experience:

• field services management: 2 years (Required)

Work Authorisation:

• Australia (Required)

Work Location: In person
Application Deadline: 20/12/2023