Job Responsibilities
* 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) to ensure the accuracy of e-Optimum and Customer Notification.
* Accountable for maintaining excellent relationships with 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 the 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 equipment needs, contacting the on-site contact person, getting approval if not covered by the contract, and performing them.
Service Operations
* Accountable for the end-users and site safety.
* Accountable for a safe working environment.
* Responsible for safe working practices and carrying out operations according to maintenance and safety instructions.
* Accountable for the execution of service visits (planned maintenance, callouts, and service repairs) respecting the schedule and time limits (callout), quality standards, time allocation, and processes.
* Responsible for effectively planning workload, in conjunction with the service supervisor.
* Accountable for raising sales leads to the supervisor.
* Accountable for precise and timely back reporting of the work done according to the process.
* Responsible for submitting time sheets based on execution.
* Responsible for managing proximity stock (shelving, inventory, stock transfer, etc.), identifying spare needs, and requesting spares from the supervisor.
* Responsible for keeping service tooling, van, instruments, etc., safe, maintained, and in good condition.
* Contributes to the ongoing improvement of products, methods, and safety by providing feedback to the PCM organization and supervisor.
* Responsible for regular updates to the supervisor on all relevant information.
* Responsible for being familiar with all aspects of lift and associated technology and accountable for attending proposed training.
* May be required to give training/coaching to persons nominated by the supervisor.
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