Customer relationship management
* Responsible for customer satisfaction through quality of service and through regular, proactive, and precise on-site communication (callout ETA, job performed, etc).
* Responsible for accurate and real-time back reporting of work performed (at the equipment level) in order to ensure the accuracy of e-Optimum and Customer Notification.
* Accountable for maintaining excellent relationships with the customers, the contact person, and end-users present on site, by applying the Ambassador attitude.
* Accountable for equipment safety and performance.
* Accountable for managing the site environment during service operations.
* Accountable for identifying site risks, and communicating them to his supervisor.
* Accountable to take immediate action on site in case of high-risk identification and to apply the escalation procedure.
* Accountable for identifying “unplanned” service repairs based on the equipment needs, contacting the on-site contact person, getting his approval if not covered by the contract, and performing them.
Service operations
* Accountable for the end-users and the site safety.
* Accountable for the safe working environment.
* Responsible for safe working practices and carrying out the operations according to maintenance instructions and safety instructions.
* Accountable for the execution of the service visits (planned maintenance, callouts, and service repairs) respecting the schedule and time limit (callout), the quality standards, the time allocation, and the processes.
* Responsible for effectively planning his workload, in conjunction with the service supervisor.
* Accountable for raising sales leads to his supervisor.
* Accountable for very precise and timely back reporting of the work done according to the process.
* Responsible for submitting time sheets based on the execution.
* Responsible for managing his proximity stock (shelving, inventory, stock transfer, etc.), identifying the spare need, and requesting the spare from his supervisor.
* Responsible for keeping the service tooling, van, instruments, etc., safe, maintained, and in good condition.
* Contributes to the ongoing improvement of the products, the methods, and the safety by providing feedback to the PCM organisation and his supervisor.
Leadership / People management
* Responsible for regular updates to his supervisor on all relevant information.
* Responsible for being familiar with all aspects of lift and associated technology and accountable for attending the proposed training.
* May be required to give training/coaching to persons nominated by the supervisor.
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