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Repair Technician/Admin (Temp to Perm)
Job Posted: 6 days ago
Salary: £ 25,486 - 25,486 / Annum
Job Type: Permanent
Location: SL6, Holyport, Royal Borough of Windsor and Maidenhead
Expire in: 22 days
Job Description
Our client requires an experienced Repair Technician/Admin to join their team on a temporary-to-permanent basis
Overall, Purpose
Assessment of luggage to ascertain: Whether the item is genuine, whether the item can be repaired in line with manufacturer standards, the level of repair needed to satisfy the customer/client request
Act as repair SME (Subject Matter Expert) to assist the Call Centre operation, customers, clients, and the Management team as needed
Inform Workshop Supervisors when parts orders are required or when stock of parts falls below the minimum reorder level
Ensure that only genuine parts and repair methods are used to ensure client/customer satisfaction
Follow up on and complete repairs of luggage that are awaiting parts
Assessment of collected luggage to determine whether repair or replacement is the appropriate course of action
Ensuring that the Company remains compliant with all data protection legislation through appropriate action and decision making
Ad hoc, but reasonable, requests from supervisors or management, or clients
Key Accountabilities
Luggage repair
As part of the manufacturer and aviation contracts
In line with private customer requests and bookings
Item dispatch
To stores
To private customers
Cross-departmental support
Supporting the operational and administrative functions as requested by the supervisor or manager
Measurement Indicators (success criteria)
Assessment carried out in full to ascertain the magnitude of repair required, identifying all parts and labour time required
Repair completed to the manufacturer's standard, with genuine parts
Complete accurate QC documentation as required
Internal KPIs and quality requirements met
Once repair is complete, the item is packaged and labelled to be returned to the correct person/store/company
Includes ‘Booking In’ required in the Workshop operation
Task as defined completed
Internal party communicated with (who & how – convey, adapt, influence, negotiate)
Peer management
To effectively manage the peer relationship within the diverse Workshop team within the company's behaviours framework through influence, adaptation, and negotiation
To ensure that any issues are escalated appropriately and with consideration for the Line Manager. All aspects are conveyed clearly
Call Centre
To negotiate with and influence the Call Centre team to ensure the timely repair of customer luggage to an acceptable standard
To convey to the Call Centre team sufficient and accurate information to facilitate the most effective claim settlement
Warehouse
To convey accurate and timely information to the warehouse team to ensure that the correct product is delivered to the correct address at the correct time
Reporting Service Failures
To provide an accurate report on any service failure by a supplier to the line manager
External party communicated with (who & how – convey, adapt, influence, negotiate)
Private customer
Influence and negotiate the most appropriate outcome during the repair process
Convey the parameters within which the repair must be completed clearly
Adapt to the requirements of the customer to minimize impact
Manufacturer
Adapt to the fluid nature of manufacturer requirements and deliver the service as requested, both under contract and on an ad hoc basis
Suppliers
To negotiate with and influence the supplier to ensure that contracted services and/or products are supplied to the SLA/KPI
To accurately convey the requirements of the Company, based on the requirements of the customer and client to ensure delivery of agreed services and/or products at the agreed price, backing this up with documented orders, agreements, and pricing structures
Skills / Experience
Fluent or native written and spoken English – essential
Experience in engineering, workshop, and technical repair environment - desirable
Basic MS Office skills - desirable
GCSE (or equivalent) in Maths, English – desirable
Experience in a high-pressure, fluid environment - desirable
Person/Team Fit
Team player with excellent verbal skills and a keen eye for detail
Able to cope under the pressure of a service recovery situation, dealing with the public when in a stressed frame of mind
Adaptable and resilient
Interested? Please applyBefore You Apply
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