Maintenance Manager - Retail

Job Description

Responsibilities:o Resolve maintenance queries professionally and efficiently.o Manage customer accounts to defined SLAs.o Support maintenance and project teams in delivering installation projects/programs.o Conduct quality controls within deadlines to ensure deliverables meet compliance.Duties: o Respond to 1st and 2nd line support queries.o Utilise IT systems for responding and processing of maintenance tickets.o Liaise with retailers, country team and client for more information on issues.o Provide country managers with suggested resolution, cost and timescales,o Ensure approval is received via ticket system before progressing resolutions.o Consult with Partners via email to schedule and agree visit costs in line with agreed rate card and SLA agreements.o Cost management of resources in line with budgets.o Create quote calculations for clients.o Update multiple systems (Jitbit & ACS) with visit dates, installer details, agreed costs, picklist and shipments.o Create and assign Team Haven calls.o Inform Coordinator to arrange kits and store access as required.o Notify Partner of agreed visit dates.o Quality check maintenance visits completed within SLAs.o Inform Country Managers of job completion, share evidence and overview.o Investigate and resolve customer complaints.o Complete ticket closure process via PHQ and brand ticketing systems.o Update and maintain cost trackers after each job completion.o Ensure commercials and cost trackers are up to date for invoicing.o Liaise with Account Manager or Partner for stock supplies.o Advise warehouse team on stock inventory and management.o Communicate best practice and lessons learnt to internal project stakeholders.o Assist with the implementation of processes and systems.o Collate and present performance feedback to both internal and external project stakeholders.o Client liaison and deputising during line manager absence.o Report monthly maintenance issues and trends.o Mentor new team members on team practices.o Cover team members during absence.Why this role is importanto Support maintenance team to deliver client SLAs and KPIs.o Validated information allows management to share accurate and regular maintenance progress with Country Managers.o Assist in identifying issues promptly so that they can be resolved efficiently.o Allows management to manage customer communication.o Ensure the team deliver customer expectations, excellent customer service and SLAs.How is the role performedo Collaboration with maintenance and project team to deliver SLAs.o With Partner network and Subcontractors to provide maintenance services/solutions.o Support from client and retailers on maintenance services/solutions.o Working with project teams to ensure maintenance compliance is met.o Assistance from departmental warehouse staff on fixture availability and project kitting.o Warehouse team on project deliveries and kitting.o PHQ and customer ticket systems for organisation of visit schedules.o Team Haven questionnaire for store visits.o Excel for analysing data and reporting.o PHQ for quality checking and updating project inventory.o Log and update all customer communication via Jitbit and software systems.o Use ticket systems for tracking maintenance issues via PHQ.o Project team to provide parts and kit information.o Video calling and communication during onsite support.How is performance measured o Number of tickets answered.o Quality of resolution provided.o Number of first-time fixes.o Accuracy of quality checking.o Number of tickets raised from quality checking.o Feedback from Partners/Subcontractors and Country Managers.o Achievement of team/department SLAs.o Team achievement of company goals.

Keyskills :
ComplianceCustomer ServicesQuality ControlRetail MarketingProject Teams