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 apply