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Admin Positions.
Service Controller
With 8 branches nationwide and an ever expanding product portfolio, NCS are proud to be one of the UK’s largest office technology providers.
We are currently recruiting for a Service Controller to work from our Glasgow office. The successful candidate will be allocated an area of the UK to control the supply and servicing of our Copier, Printer and Mailroom products.
Salary: £16,000.00-£19,000.00 per year
- Log all Service Calls for all regions
- Administration of the Service department
- Assume full responsibility of all calls in region
- Monitor and Escalate Call Response Times
- Allocation and Management of all copier engineers ensuring NCS deliver on all agreed SLA’s (Service Level Agreements) and contracted responsibilities
- Prioritise all service calls and follow escalation process
- Constant updates on all calls, specifically those over contracted SLA
- Liaise with other departments and assist them in service related issues
- All Installations responded to within 48-72 hours
- Communicate with service agents
- Track all chargeable works
- Support Service Manager
- Undertake any task perceived by Management to be beneficial to the company
We need an enthusiastic, self-motivated individual who has work within a team environment. The applicant must maintain a good level of commercial understanding on our core products and strive for a high quality of customer care.
Ideally, the applicant will have call planning experience and an understanding of basic UK geography.
The applicant must have a clear understanding that by assuming the ownership and responsibility of the calls logged and using the resources available their response will set the level of service NCS offer.
- Use of various PC packages including a proficient knowledge of MSOffice products.
- Customer Service skills
- Able to work under pressure
- Able to take ownership of workload
- Able to think logically and laterally
- Be a team player
Service Delivery Manager
NCS is proud to be one of the largest office technology providers in the UK and as such have strong relationships with some of the world’s leading manufacturers which include Mitel, Panasonic, Lexmark, Toshiba and many more.
We are currently recruiting for a Service Delivery Manager to join and manage our Service, Billing and SOP Team within the Glasgow Head Office. Reporting to the Group Service Director, the Service Delivery Manager will assist in the smooth running of our busy Service, Billing and SOP Departments.
Reference ID: NCS ServiceDeliveryManagerMay2022
Job Types: Full-time, Permanent
Service Department
- To identify additional areas for profitable delivery
- To ensure accurate and transparent reporting
- To ensure the processes are in place and working effectively to deliver customer satisfaction
- To lead the engineering teams effectively, providing clear direction to ensure people are working to common goals
- To hold regular team meetings to include process, resource, and site reviews, with gap analysis, and business improvement recommendations
- To conduct vehicle, equipment & process audits to inspect and document engineers’ van stock and equipment
- To carry out checks to ensure that engineers are treating NCS products, equipment, and their personal safety in line with company policies
- To follow up all client escalations relating to service engineering issues and quality of delivery as and when required
- To ensure Engineers are fully trained and compliant by managing a training and competencies matrix
- Identify training needs across all divisions.
- To ensure staff can efficiently and effectively address customer and company needs
- To operate to the highest business standards, manage risk and protect the NCS brand
- To lead compliance and implementation of NCS values, principles, initiatives and governance requirements throughout the Regions
- To manage the Field Engineering teams to keep operational costs to a minimum and within budget
- Provide customer facing support on compliance delivery for service contracts as required.
- To support the Planned Services Manager to ensure that all properties & assets have the required level of planned maintenance and remain compliant.
- Ensure consistent and accurate reports are produced which indicate the completion of related works and SLA’s are being met.
- Work with existing managers to improve efficiency and resolve issues on any client contract
- Ensure timely feedback of updates and information for NCS customers and attend customer meetings if required.
- Ensure maximum productivity of the administration team to prevent records from not being obtained or checked over the course of a reporting period
- Promote best practice, competence, and continuous improvement when in all aspects of NCS service delivery.
- Ensure adherence to KPI service level thresholds or otherwise provide mitigation for related contracts
- To support the business
- Experience in FM or Office Equipment industry.
- Very high ability with Microsoft Office packages, particularly Excel
- Understanding of different service levels within the NCS service model
- High understanding of FM service and contract delivery and commercial implications
- High attention to detail
- Methodical and procedure approach to problem solving
- Patient approach to work and communication style
- Excellent communication skills, written and verbal
- Able to work under pressure to tight deadlines
