Operational Support:
• Assist the Account Manager in coordinating and prioritizing maintenance tasks, addressing issues encountered by the team.
• Support the optimization of manpower, standard time, equipment, and energy usage.
• Provide regular updates on maintenance activities and help resolve operational challenges.
Customer Relationship Management:
• Assist in responding to customer complaints and support customer satisfaction investigations.
• Work with the Account Manager to collect feedback from customers, Dealers/Distributors, and maintain positive relationships.
• Help escalate complex issues to the Account Manager that may impact service quality or business performance.
Financial Support:
• Assist the Account Manager in monitoring financial performance, documenting expenses, and helping to track account receivables.
• Support the management of after-sales service delivery, including the use of Microsoft Business Central for financial tracking.
• Aid in the preparation of financial reports, including service revenue and margin data.
Team Management:
• Provide administrative support in the recruitment, interviewing, and training of technicians as required by workload demands.
• Support the management of a team of technicians by tracking their schedules, workload, and performance metrics.
• Help facilitate communication between technicians, subcontractors, OEMs and the Account Manager to ensure smooth operations.
Logistics and Procurement:
• Assist with parts, materials, and tools procurement for scheduled maintenance, repairs, and emergency service calls.
• Support logistics planning to ensure that the necessary resources are available for maintenance activities.
• Aid in the coordination with subcontractors, from comparing quotations to ensuring timely delivery of services and materials.
Contract and Quotation Support:
• Help in the preparation and management of contract renewals, ensuring that all necessary documentation is in place.
• Assist the Account Manager in generating quotations for simple repairs and service requests.
Health, Safety, and Compliance:
• Help drive Environmental, Health, and Safety (EH&S) initiatives, ensuring compliance during all maintenance operations.
• Support the monitoring of safety standards and participate in creating EH&S awareness within the team.
Performance Metrics:
• Assist in tracking and reporting key performance indicators (KPIs), such as technician productivity, field expenses, and Aftermarket Service Sales revenue.
• Provide regular feedback on operational performance to the Account Manager.