Support Specialist

Support Specialist – Maintenance Planner Location: St Albans, Hertfordshire Type: Hybrid – Home (&/OR) Office, Fulltime Salary: £25,000 - £28,000 a year Client Profile Gurler Mae is proud to announce that we are searching for a Support Specialist - Maintenance Planner on behalf of our client, an industry leader in fire and security solutions. Role Overview As a Support Specialist - Maintenance Planner, you will be joining their established and successful organisation and becoming a valued member of their operations team. The role utilises the latest SaaS technology systems and requires continuous two-way communication to coordinate the engineering team successfully. An individual with the ability to confidently learn and operate new software systems would thrive in this position. All aspects of the role must be performed in line with the business’s values to realise their client's vision by providing unrivaled customer experience and professional service to their clients. The position requires high levels of self-motivation, and organisation and must be performed with integrity and dedication. Responsibilities * Prepare the preventive maintenance schedule monthly in line with company KPIs. * Maximise technician time by ensuring effective scheduling. * Identify if SSPs are required, and work with the partner specialist to ensure the scheduling. * Review and effectively reschedule jobs that have not been completed. * Communicate and build relationships with customers, * Deliver an unrivalled customer experience by answering customer calls, in line with the company target of 80%+ within 15 seconds. * Respond to customer emails within 48 hours to ensure efficient communication. * Administrating job reports from the field engineers. * Raising customer invoices within 7 days of engineer attendance. * Responding to reactive works in a proactive way, * Raising further works, and quoting requests within 24 hours, from engineer job reports. * Work in line with relevant KPIs to ensure they are meeting customers SLA’s and accreditation. * Manage and prioritise your workload in a fast-paced environment * Working closely with all members of the operations team * Working closely with account managers to provide a high level of customer service * Be involved in supporting new customer support software. * To provide cover to colleagues in the operations department when the need arises * Answering emails & telephone calls from internal colleagues * Utilising client's SaaS software packages including simPRO, Fix Flow & Pro Net Benefits 9-Day Working Fortnight: Enjoy a favorable work schedule. Continuous Professional Development: Opportunities for career growth. Wellness & Employee Assistance Program (EAP): Access to wellness and support resources. YuLife Benefits Program: The #1 rated benefits program. Death in Service Insurance: Financial protection for your loved ones. Salary Sacrifice Pension Scheme: Flexible pension options. Quarterly Check-Ins: Regular one-on-one meetings with your line manager. Generous Holiday Allowance: 25 days holiday plus Bank Holidays, increasing to 35 days with tenure. Work-Life Balance: Promotion of a healthy balance between work and personal life. Mental Health Support: Access to mental health care resources. Recognition Programs: Team member of the month awards. Annual Company Day: Share successes and strategic plans with the team. How to Apply Interested? Please send your full CV by clicking "apply" below, or you can contact Leyli at Gurler Mae at (phone number removed)