Job Description

FBS-Hormann has grown to become one of the leading providers of loading bay equipment, Industrial doors, Gates and Barriers throughout the UK and Ireland providing innovative and eco-efficient solutions.

We currently have a brilliant opportunity for a Reactive Operations Coordinator to join our growing team.

Job purpose

To coordinate Engineers by region ensuring works are planned and that engineers have access to required materials and tools, whilst working to KPI's & SLA's. Liaising directly with Customers, ensuring customer portals are updated accurately.

Main duties

To abide by & promote health & safety, ensuring all approved policies & processes are followed.

Customers

Deliver an excellent service delivery for both regional & key account customers

Deliver a service that meets customer SLA's and KPI's

Achieve 'turn around' times on jobs so they are within agreed SLA's

Drive AWR quality through engineers to meet customer spend criteria thresholds

Deliver 'first time fix' through engineers

Keep customer updated throughout; and deliver bad news first

Operations

Assist Regional Support with logging and issuing call out's

Check engineers are following 'Safety Absolutes' during telephone conversations/FaceTime calls

Check plant/equipment is correct with engineer BEFORE attending to reduce avoidable down time

Plan work in advance based on supplier delivery dates

Keep engineers productive by ensuring there are always 'floating' jobs on their vans/servicing

Forward plan engineer resource to cover high workloads/planned holidays/peak periods

Check all completed jobs in 'real time' and action accordingly

Action 'AWR's immediately and/or first job following day from OOH call outs

Promote a strong health and safety work ethic.

Preparing Health and Safety documentation/Risk Method Statements

Financials

Achieve monthly regional target

Actively reduce 'aged' jobs to achieve agreed SLA's and KPI's

Ensure 'Van Stock' and 'Container Stock' procedures are adhered to and stock replenished

Check 'black stock' stored in Warehouse 2 is maximised, prior to ordering any materials externally

Reporting

Achieve daily, weekly, monthly routines

Update all systems in 'real time' for clear visibility

Report on poor data quality and/or data issues within agreed time frames

Report on warranty / call back / non-productive activities within agreed time frames

People (direct reports; engineers)

Lead by example; and challenge inappropriate behaviour

Attendance, absenteeism, performance management, HR issues

Report any identified training needs

Working Hours

Monday - Thursday 8:00am-16:30pm

Friday- 8:00am-16:00pm

Job Type: Full-time

Benefits:

Additional leave Company pension Employee discount Health & wellbeing programme Life insurance Sick pay
Work Location: In person