Engineering Assistant

Our client is looking for an Engineering Assistant to provide real time support in the day-to-day processing of service requests for the Maintenance Service Provider (MSP) operations hub, dealing with all aspects of the delivery of core works activities from receipt of service requests to completion.

The role will support the engineering and management teams providing the MSP service, ensuring the timely delivery of the required services within agreed processes and protocols. The role will require you to

• Ensure timely and accurate service records are maintained at all stages of delivery and reports are issued to the relevant stakeholders.
• Maintain ongoing and clear communication with the MSP team and all stakeholders throughout the exaction of the MSP core service delivery processes.
• You will be accountable for the capture and administration of service requests from automated electronic transfer systems, phone calls and emails.

You will be able to develop your career by being part of a high-profile team, working closely with the client in a fast-moving and dynamic environment.

The role demands strong individuals with a minimum of 5 years’ experience in a fast-paced operational environment, working to established processes and well-defined delivery targets to a high standard.

Job Summary

The Engineer Assistant will be responsible for supporting the timely delivery of the MSP core services during operating hours of 7.30am to 6pm Monday to Friday, working and supporting the engineering staff in the MSP hub.
There are two alternating shifts 7:30 - 5:00 or 8:30 - 6:00.
There is a requirement for weekend working one in 6 weeks

This is a delivery focused role which will require excellent organisational and communication skills as well as the ability to work under pressure. Ensuring the day-to-day delivery of the MSP services in this fast paced and KPI driven role is an exciting yet challenging role.

The role will be responsible for processing all incoming requests for services and programming resources to attend to the service requests from the client in real time. This will ensure that the contractual priority requirements are met.

Responsibilities: Ensure real-time delivery of the core services provision to the client under the MSP contract. Achieve the MSP core service delivery objectives. Ensure all controls, policies and procedures are followed.

Record and maintain information in the appropriate software system/database in accordance with the operating processes for the MSP hub..

Providing effective deployment of sub-contact staff to ensure contractual obligations are achieved.

Scheduling of response to meet the requirements of the MSP contract.

Take on ad-hoc tasks and projects as directed. Provide resolutions to any queries or issues in line with policies and procedures in a timely manner. Provide the expected service levels and quality by adopting a positive attitude and helpful behaviour.

Experience of multiple stakeholder liaisons across complex work sites, via email, electronic data systems or telephone.

5 years of experience in an operation control/contact centre or reactive environment.

Experience of working in a methodical and detailed manner with understanding of reasons for clear information recording.

Evidence of working co-operatively with team members and colleagues, contributing positively and constructively to the achievement of team goals.

Experience and working knowledge of the construction industry/operations industry with focus on high volume task management work flow.

Management of communications and information records in a high volume transactional environment.

Experience of working in a real-time environment (essential).

A positive problem solver with demonstrable experience.

Organised and logical thinker.

Good communicator (both written and verbal) with all stakeholders.

Competent IT skills with extensive use of computer-based task management and reporting systems (preferably Microsoft Dynamics and Power BI).

Demonstrate an effective understanding of operational procedures in a task-based contract.

APTITUDES AND ABILITIES

·          Excellent communication and interpersonal skills

·          Ability to work as a team member

·          Ability to use own initiative

·          Ability to work accurately and be organised under pressure

·          Flexible in approach to work

·          Good observational and memory skills

·          Ability to compile and communicate accurate reports of events

KNOWLEDGE

Knowledge of service management systems/industry or operational control room environment.

Knowledge of the water or construction industry would be an advantage

ATTITUDE / MOTIVATION

- Strong commitment to delivery of high-quality services.

Interest in delivery of service “right first time” and safety of all involved.

Awareness and understanding of MSP contract core values.

Caring attitude.

OTHER FACTORS

Shows reliability and resilience in difficult circumstances.

Remains calm, confident and responds logically and decisively in difficult situations.

Experience of working as part of a team.

Able to take and act on direct instructions.

Analytical by nature and problem-solving attitude.

Gathers relevant information to understand specific issues and events. Uses information to identify problems and draw logical conclusions. Makes logical and justifiable decisions.

Makes best use of technology available.

Self-motivated, able to work on own initiative.

Ability to make accurate and timely decisions, often in pressurised situations, acting tactfully and with sensitivity and courtesy at all times.

Proactive with strong organisation and planning skills with ability to prioritise effectively and work under pressure.

For more information please contact 01959 562572