Validator in Stretford

Marshall Fleet Solutions (MFS) are currently seeking an additional Validator to join the team.

Purpose of the position

Drive revenue into the business by maximising the chargeable elements within every job and ensuring we act within the SLA agreements held with our customers. Overall responsibility to ensure that every job completed by a member of the engineering team is completed correctly, all parts are added to the job, hours are accurate and a true reflection of what should be charged for the task undertaken. Providing accurate and timely estimates for our customers requiring additional repairs, following up with customers within the agreed timescales to make sure Marshall Fleet Solutions are the chosen provider for these repairs.

Accountability

Responsibilities:

• Drive revenue into the business by ensuring every job is completed accurately and all chargeable elements are passed to the customer.
• Making sure we charge for work in line with the agreed SLA held with our customers.
• Accurate charging for all travel times & attendance fees.
• Billing the correct work times for the task completed.
• Proactive follow-ups where a customer requires further works to complete a repair.
• Providing customers with accurate and timely estimates for additional work.
• Ensuring the correct elements of the repair are added to contract maintenance, warranty, or recharged to the customer as appropriate.
• Close management of customer VOR and updating the customer with the plan and timescales to repair.
• Feeding back to the engineering team where mistakes are being made or where our processes can be improved.
• To provide an industry-leading customer experience through providing accurate information to the accounts team so they can invoice customers in a timely manner.
• Work in collaboration with key stakeholders to ensure we deliver exceptional service to our customers.
• Responsible for making sure you contribute to the team achieving challenging financial objectives on a daily, weekly, monthly basis by taking every opportunity to upsell our service or part offering.

Tasks:

• Checking the engineer has accurately captured their time clocking and rectify as appropriate.
• Check accurate attendance fees or travel time have been captured on the system.
• Making sure the correct parts, consumables and lubricants have been added to the task.
• Send proforma to the customer in order to receive a purchase order number prior to repair.
• Check the customer purchase order number is attached to the job.
• Construct, send accurate estimates to customers where further repairs are required and proactively follow up within a timely manner, to give Marshall Fleet Solutions the best possible opportunity to complete the repairs.
• Rechargeable elements are passed back to the customer, providing all the supporting information i.e. photographs taken by the engineer and fully itemised estimate.
• Check all elements booked to contract maintenance to ensure Marshall Fleet Solutions are not paying for labour or parts that should be charged to the customer or covered under warranty.
• Explore if sympathetic contribution may be an option if the unit is recently out of warranty.
• Check to make sure all relevant documentation or certification is added to the job and sent to the customer or made available on Marshall Vision.
• Check subcontracted work is completed correctly and the costs are accurate for the work completed.
• Work with NPAC to get the parts sent to the required location at the right time for repairs to be completed.
• Create accurate and timely plans to manage vehicle downtime, this should be accurately recorded in IFS and communicated to the customer.

Capability

Behavioural Competencies:

• Must deliver on customer needs and anticipate their requirements.
• Deliver results and be financially aware.
• Be able to think strategically and plan ahead.
• Collaborate and breakdown barriers.
• Be innovative, solve problems and prioritise workload.
• Must be keen to develop yourself and learn new processes and products.

Technical Competencies:

• Must have a good commercial acumen and understand P&L.
• Confident in dealing with customer issues or problems.
• Engaging and positive can-do attitude.
• Good computer skills and understanding of all relevant software packages.

Education:

• GCSE level education (essential).
• NVQ level qualification (desirable).
• Mechanical/engineering qualification (desirable).

Experience:

• Experience in the transport refrigeration, tail lift industry and have a good working knowledge of these products.
• Worked in a customer-facing role.

Additional local needs:

Depot based, unless you live more than 30 minutes from a depot, home-based working would be considered but not guaranteed. If home-based, there would be a requirement to attend the depot from time to time in line with business requirements. If home-based you must meet the criteria set out by HR in order to work safely and sustainably.