Role Title : Network Support Executive

SCOPE OF THE POSITION

Reporting to : Service Administration Manager
Dotted line reporting : Senior Sv Manager/Product Support Manager (dependant of product focus)
Direct Reports : None

Department/Division : Service Division – Network Support Team
Primary Product Scope : As specified within MBO targets and operational requirements
Overall Purpose : To provide office based support and manage daily issue resolution for Authorised Service Centre’s
General : This role requires the holder to be the key office based contact point to proactively manage and resolve daily issues throughout the Service Network to ensure achievement of business KPI’s

KEY RESPONSIBILITIES


Key Tasks : • Provide consistent office based support contact point for service network

• Review and progress issues which impact on Pending Management performance including:
 resolution of supply issues for spare parts
 Liaison with ‘Voice of Customer’ team to actively resolve customer issues
 Proactively identifying and resolving issues relatively to Service Centre credit limits
 Interpret and take required action using Pending Management reports to improve overall Pending Management performance

• Where appropriate, actively manage and provide monthly ‘Free of Charge’ stock reports (e.g. Parts, Loan Equipment/Buffer stock etc)

• Management of un-repairable stock including
 Raising of required Purchase Orders to replace un-repairable equipment
 Creation and management of database to record written off stock
 Follow required processes to recharge relevant exchange costs to HQ

• Act as key point of contact for Extended Warranty processes (dependant on defined product responsibilities). Activities include
 Collation of all up load data for Extended Warranty template
 Registration of Extended Warranty data
 Submission of Extended Warranty data back to Customer (or Internal Sales division contact if appropriate)
 Regular audit of Extended Warranty database to ensure accuracy and to correct anomalies. E.g. Linking of new models into the existing (or new) Extended Warranty packs

• Collation of all required paperwork and coordination of required activities in relation to new Service Account set up

• Management of contract renewal documentation

• Active coordination and resolution of problems raised by key stakeholders

• Regular review of key performance indicators
 Interpret reports to provide up to date feedback on status to management team
 Advise on (or personally take) actions to ensure continuous improvement throughout Service Network

• Administer MySingle approvals and Purchase Orders in relation to area of responsibility

• Create, coordinate and maintain Technical Training plans and scheduled audit plans across Service Network

• Responsible for process management relating to service network (e.g. Environmental programmes like panel returns, PDP disposal etc)

• Work within a team of Network Support Executives and provide
cross product support where necessary/requested

• Occasional travel/overnight stays for field based meetings with key external contacts

• Carry out other support activities as requested by Management



CANDIDATE SPECIFICATION

Essential Hard Skills
: Proven experience of SAP systems
: Ability to quickly learn and actively use all company internal systems
: Proven capability to carry out business related internet research
: Proficient in MicroSoft Power Point & Excel
: Design and compilation of required reports
: Ability to interpret, digest and summarise wide range of service data
: High level of attention to detail
: Fluent in English (both written and spoken)

Essential Soft Skills : Tenacious and logical approach to problem solving
: Strong negotiation and interpersonal skills
: Excellent telephone and written communication skills to build strong and positive relationships
: Trustworthy. Able to maintain required level of company confidentiality
: Able to multi task
: Ability to prioritise and focus on key issues to deliver targeted results
: Commercial awareness of marketplace