SMT is a leading full-service distribution company specializing in machinery and trucks. Our focus is on providing equipment for the construction, material handling, recycling, and transport industry. Launched in 2010, we have already obtained a significant heritage that dates back to 1946. Our mix of agility and international experience gives us the advantage of a synergetic environment. We are active in large parts of Africa, Belgium & Luxembourg, Great Britain, the Netherlands, and in US.
Grade: 12
Location: Duxford
Contract: Full-time, permanent
About The Role
The main focus of this role will be to co-ordinate the end to end management of servicing and repair activities, while managing and prioritising resources to ensure customer issues are resolved in a timely manner. Ensuring a high level of cooperation and communication across the business to deliver an excellent and consistent level of service.
What You Will Be Doing
- To be responsible for the co‑ordination of allocated engineers diaries, materials, labour and other necessary resources required for the efficient completion of any job.
- To action and quote for any additional repairs highlighted from engineers via any site visit reports, Service inspection reports, machine workshop inspections or direct feedback.
- Ensure compliance with all processes and dealer operating standards in accordance with the SMT GB Integrated Management System (SHEQ) Safety, Health, Environmental care and Quality.
- Address any H&S and/or Environmental concerns relating to case management.
- To deputise at the request of the Service Delivery Manager, during periods of holiday or other absence when so authorised.
- To bring to the attention of the Service Delivery Manager any ongoing or serious anomalies regarding costs incurred in jobs.
- Ensure adherence to Time Guides and technical information, and to close all jobs particularly warranty jobs in accordance with them.
- Support the Service Delivery Manager with identification of training and development of Engineers.
- Strive to meet relevant KPI’s prescribed from KPI dashboard.
What You'll Need
- Excellent Customer service skills both over the phone and email.
- Understanding mechanical terminology and associated work.
- Strong IT skills with good working knowledge of all MS systems including excel.
- Ability to work on own initiative.
- Ability to communicate effectively at all levels.
- Reliable, honest, trustworthy, good timekeeper.
- Able to read and understand technical reports.
- To be positive, co‑operative and flexible at all times.
- Ability to work in a fast paced environment with conflicting priorities.
- Ability to manage resources through planning and co‑ordinating.
Desirable
- Previous knowledge of invoice management desirable.
- Ability to read and understand parts catalogues desirable.
What's in it for you?
Alongside a competitive salary we offer you a host of fantastic benefits!
Taking Care of You
- Health Cash Plan – Claim money back on prescriptions (including HRT), glasses, dentists appointments, physio and more. We cover your basic plan, with the option to upgrade.
- Free Physio Access – Speak to a physio by phone or video.
- 24/7 GP Service – Private GP access anytime.
- That's not all - We also offer a whole host of additional Health & Wellbeing Support and benefits.
Life Outside of Work
- Enhanced Sick Pay – Extra support when you’re unwell, meaning you can rest a little easier while you recover.
- Family Leave – Enhanced maternity, paternity and adoption leave.
- IVF Support – Paid time off for treatment and appointments.
- Retirement Support – Enjoy bonuses and phasedown days when its time to retire.
Financial Extras
- Pension – We match your contributions up to 5%.
- Car Leasing – Salary sacrifice schemes through Tusker or Octopus.
- Cycle to Work – Save on a new bike and accessories.
- Discounts Platform – Save on groceries, holidays, shopping and more.
Feeling Part of the Team. You’ll also have access to a range of team-focused benefits, including a refer‑a‑friend bonus, long service awards starting at three years, a paid volunteering day each year, Christmas shutdown as part of your holiday allowance, and plenty of opportunities to get involved through our Employee Council, Social Committee, and Caring, Daring, Sharing awards.
Our values
Our way of working as a professional community, can be best described as Caring, Daring and Sharing. Caring because we are service‑minded, and we always like to go the extra mile for our customers and give our people the attention and care they deserve. Daring because we are innovative in our business, constantly looking for smart improvement. And finally Sharing because we realise we’re doing this together; with our clients, with a great team of skilled specialists, excellent manufacturers and reliable suppliers. These values create an engaging environment for passionate people who like to work in a place with purpose.
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