4 months ago
We are looking to recruit 2 x Assistant Engineers for our client based in Warrington.
Working Pattern: 45 hrs per week Alternate weekly shifts 07:30 - 17:00 and 08:30 - 18:00. Also, full weekend rostered as overtime or lieu time as preference
The MSP Service Desk handle a high volume of telephone contact including, emergency work orders and planned maintenance work orders from United Utilities and other correspondence from a diverse range of internal and external stakeholders. The environment is fast paced, target focused and committed to regulatory, and health and safety requirements.
The role demands strong individuals to manage work orders and work within set Key Performance Targets (KPI's) and Service Level Agreements (SLA's) to deliver outstanding customer service to our client, via phone calls from the client's site managers and engineers, or direct transfers from our clients scheduling system.
The team triage and scope work orders to decide on best path to resolution, and ensuring the maintenance requirements as notified by the client, are accurately recorded, prioritised, and scheduled and monitored until completion within the best possible return to service times to deliver key business results in line with the MSP key values and service level agreements (SLA's).
Engagement in building knowledge of engineering requirements, with support and training from internal engineers to ensure effective return to service times is a key part within the role and development.
Effective delivery of scheduled work with engagement with the clients personnel and supply chain, to ensure effective and timely delivery of service, and monitor to achieve excellent return to service times.
Basic triage of work orders to ensure activities are expedited by effectively and via appropriate department.
Obtaining and recording accurate works information from key client personnel, and providing updates were required.
Review, collate and process Asset information
Adherence to Health and Safety Procedures and awareness to wellbeing and client workspace guidelines were required.
Awareness of all MS Office applications
Engineering background within the Water & Wastewater industry (preferable)
Good interpersonal skills at all levels
Competency Areas Required for Successful Performance Requirement
Experience in customer service delivery, in high volume and fast paced environment.
Methodical and able to capture all necessary data and react quickly when required.
Ability to manage conflicting priorities, understand and apply procedures, identify barriers to deliver on performance.
Exceptional problem-solving skills - use own initiative to make sound decisions.
Software Applications - Microsoft Dynamics, Excel, Call handling systems
Experience or background from the water and wastewater industry
Experience, in scheduling/ delivery work within field team operations
Engineering qualification or experience with the water and wastewater industry