Operations Support Specialist

**JOB PURPOSE**

In this role you are a motivated and engaged individual who will bring their experience to deliver a high level of customer service and can-do attitude to our customers. You have excellent negotiation and communication skills. You are technologically savvy and able to navigate systems and adopt new ways of working and troubleshooting with your team locally and interstate. By bringing your enthusiasm to a busy and collaborative environment you will be a self-starter and results-driven team member who can problem solve whilst managing competing priorities to deliver an exceptional experience to our customers. You will be responsible for:

- Directly coordinating and planning the daily activities and work of all Field Service Technicians
- Scheduling daily and in advance all work to technicians and or additional equipment for reactive and planned calls to ensure first time fix [right tech/skill/right site/right tools, in accordance with legislated tolerances, SLA’s & KPI’s.
- Assessing and solving problems and remedying underlying cause to reduce or remove recurrence.
- Provide support to colleagues and work collaboratively with all stakeholders to improve and enhance activities as customer and business requirements change.

**Customer**
- Respond to all communications accurately and in a timely manner to exceed customer expectations.
- Plan, schedule & dispatch the correct technician according to customer request, specification or needs ensuring legislated tolerances, SLA’s and KPI’s are met or re-negotiated, maximizing technician productivity.
- Proactively update customers on service work, including situations where system faults/maintenance require notification to a customer, parts required, quote required and or technician delayed.
- Effectively and efficiently manage/support the FieldService/Pronto/Mastermind Contract process. This

includes the process of contract setup, renewal, maintenance, monitoring, cancellations, invoicing and
contract price management to ensure data integrity.
- Maintain a personable and collaborative approach with all stakeholders to understand immediate and future needs.
- Market feedback closed loop is provided to customer and processes continuously reviewed to enhance our

customers experience

**Employee Engagement**
Assist in the building of a highly engaged workforce through:

- Contribute to the building of a highly engaged workforce through a culture of personal accountability, integrity, client awareness, team spirit, ownership, and reliability and trust.
- Develop good working relationships and adopt organisational thinking (e.g.) a company approach to decision making considering minimizing any negative impact on other areas of the organisation.
- Readily support and/or participate in company/branch/team projects/engagement actions and team building initiatives to develop good working relationships.
- Work closely with other business functions and stakeholders to ensure effective participation and communication

on resolving customer and employee issues
- Participate in the development of your own Individual Performance Development Reviews as per guidelines.
- Set personal goals that challenge the status quo and enhance analytical and negotiating skills.
- Proactively participate in activities stemming from employee satisfaction surveys

**Financial Performance/Growth**
- Ensure all planned maintenances are completed on time to reduce credits, create opportunities for defect and recommended repair creation and mitigate our risk of customer dissatisfaction.
- Ensure all reactive emergency calls and non-emergency calls are attended to within the set time frame to mitigate our risk of customer dissatisfaction.
- Ensure all field technicians have work planned to maximize productive hours, travel is limited, and nonproductive hours are recorded correctly for weekly analysis and improvement.
- Ensure customer retention is a priority and cancellations are actioned in a timely manner and in accordance with contractual obligations.
- Ensure purchase orders are raised and sent to suppliers/customers in a timely manner.
- Ensure invoices are reviewed and released to customers in a timely manner.
- Prepare and release Do and Charge invoicing.
- Follow-up outstanding Purchase Orders for processing to ensure document flow manager (DFM) is cleared weekly.
- AP/AR dispute resolution.
- Prepare and process client credits

**Operational Requirements/KPIs**
- Schedule daily and in advance all work to technician/s and or additional equipment for reactive/planned service calls to ensure first time fix [right tech/skill/right site/right tools]
- Ensure workflow planning is performed to maximise technician productive hours and meet all customer KPI and SLA’s
- Proactive updates to customers on service work, including situations where system faults/maintenance require notification to a customer, parts required, quote required and or technician delayed.
- Backlog Management to