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.

• Adhering to national standard processes and or customer bespoke processes for daily activities including a first call resolution mindset where applicable on all inbound/outbound calls/emails, customer retention, customer disputes, scheduling, invoicing, purchasing, portal management, call logging and contract data management/integrity.

• 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 ensure all aged/aging work is actioned with relevant stakeholder (customer informed)

• Answer, qualify and assist with all incoming calls.

• Ensure calls are answered promptly and exceeding set metrics.

• Review/Action incoming email correspondence, and or appropriate managed inbox

• Update/Upload data to client portals.

• Process Yearly Condition Reports and or other Customer Specific Reports, Major Accounts, Warranty Sites, Contract Expiry, Price Reviews for our customers as required.

• Ensure compliance with customer contract conditions and scope of works.

• Meet weekly and monthly report requirements, including generation and processing of PM/I&T Compliance reports and credits.

• Facilitate the resolution of notes from the "field" to the "office"

• Actively participate in the Installation handover process, ensuring the smooth transition from install to service.

• Adherence to all legislated tolerances, SLA's KPI's, Branch Operational Metrics and Scorecard Metrics.

• Timely & accurate invoicing as required

• Ensure all monitoring reports are actioned daily – weekly - monthly as required

• Ensure all disputes / retention are actioned daily – weekly – monthly as required

• Ensure all error management reports are actioned - daily – weekly – monthly as required

• Attend and participate in technician toolbox meetings and or customer site meetings as required

• Learn to become independent in all systems and processes that enable maximum efficiency of time, such as logging work orders via phone/email/portal, parts ordering /supplier management and or invoicing.

• Continuously learn lean processes and procedures to support customer retention by achieving GFS scorecard KPI for the relevant service territory and technician.

• Ensure data quality is maintained in the service system by using tools and processes to audit and correct the data as and when errors are identified.

• Adapt to alternative processes and procedures that put the customer first, including the use of portals – automation tools and any activities to drive continuous improvement and process stability.

• Utilise scorecard and power bi tools for self-improvement, e.g. - Monitor technicians time v's allocated time to ensure daily schedule adherence.

• Work collaboratively with all stakeholders to ensure excellent operation support and customer experience by undertaking ad hoc duties as required.

Additional Information

About Us, Our Culture & What We Can Offer You

Established over 200 years ago, Chubb Fire & Security are a global business driven by keeping people and the world safe.  We provide essential systems, equipment and services, from digital CCTV surveillance and intruder alarms, to fire detection and suppression systems. Offering a full range of innovative products and services to a broad range of customers, from local independent business, to many of the FTSE 100 companies

We believe we offer a unique working culture, where you are as important to us as our customers, and we want you to feel that everyday. We are proud to offer extensive training to all of our new Advisors, fully supporting, and enabling you to thrive in your new role and beyond, with ongoing career development opportunities throughout your career journey with us.

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