Job Title: Technical Bureau OperatorLocation: Glasgow Head OfficeReporting To: Technical Bureau ManagerWorking Pattern: Nights - 37.5 hours per week – 5/7 days**THIS ROLE DOES NOT REQUIRE ANY PREVIOUS EXPERIENCE AS FULL TRAINING WILL BE PROVIDED TO SUCCESSFUL CANDIDATES**Job Purpose:The role of a Technical Bureau Operator is to assist in the remote monitoring of Refrigeration, HVAC and Lighting in some of Britain’s biggest retailers. This involves dealing with alarms generated from stores, investigating store logged faults and carrying out diagnostic checks in an attempt to fault find, resolving remotely where possible.The role will involve giving support to instore teams whether this be logging a job for a field engineer to attend or providing technical support to rectify a problem. You will also be a key tool for field engineering teams providing assistance as and when it may be required.Principal Accountabilities:Triage Refrigeration alarms with a high focus on response times and quality of serviceResolve store logged jobs via remote diagnostic checks/alterations to prevent engineer attendance where possibleWorking alongside Bureau Management and Specialists to help assist in the efficient and effective running of the Bureau.Identify the root cause of faults, whenever possible, and communicate this to the relevant engineering resourceRespond in a prompt and professional manner to requests for support for the Field Operations teams via telephone/emailIdentify and rectify, or escalate, any issues with equipment not set to the agreed specificationAlways represent the company in a professional manner and develop a good working relationship with engineers, sub-contractors, and store colleaguesAttend training courses as and where necessary and to ensure personal job skills keep pace with technical developmentsWork with all colleagues to ensure laid-down standards of quality are maintainedComply with any other reasonable request or instruction from Bureau Management.Role Requirements:PC literate with experience working with all Microsoft packagesExcellent problem solving skills whilst working under a high pressure environment.The ability to multitask using multiple software programmes simultaneouslyWillingness to take on overtime to assist the operations of the Bureau, in particular peak trading through summer months and Christmas etcHappy to work weekends, on a 5 over 7 day shift patternWorking on two varying shift patterns between the hours of 7am-3pm or 11am-7pmTrustworthy individual with good communication skills and experience within the customer service sectorIn 1985, husband and wife Willie and Susan Haughey established City Refrigeration Holdings. The pair set out with one goal – to make a positive change in the facilities management industry.The Haugheys founded their enterprise on the values of collaboration and transparency, replacing client/contractor relationships with long-term, mutually beneficial partnerships. Each partner receives a unique strategy, shaped by the needs of the business and implemented by a bespoke, self-delivered model.It is this focus that has allowed the City Group to grow from its humble beginnings into one of the world’s most trusted facilities management companies. The business now employs over 12,000 people and has established divisions across Europe, Australia, North America and Asia. It has also diversified the services it offers to include maintenance and engineering, technical procurement and support, cleaning and ancillary services across retail, residential and commercial markets.Now more than three decades into its story, City remains rooted in the core values established by the now Lord and Lady Haughey and remains passionate about sharing its unparalleled professionalism, quality, customer service and value with partners around the globe.
