Support Specialist

**Role**: Support Specialist - Maintenance Planner
- **Location: Hybrid - Home (&/OR) Office, St Albans, Hertfordshire, AL1 4TA**

At Amthal, we aim to invest and empower you to continue our mission
- of being the nation’s trusted commercial fire and security partner whilst
- maintaining our friendly and supportive culture.
- Join our team where your dedication and integrity will be recognised with
- opportunity and progression whilst ensuring a healthy work life balance.
- We’re proud to be one of the nation’s trusted security and fire protection
- partners. Our success lies in creating a working environment where every
- individual is motivated to work together and exceed the expectations of
- our customers.
- We value our people and will support you to deliver on all
- aspects of our business with integrity and dedication.
- **Team member benefits include**:

- 9 day working fortnight
- Field based team paid door to door
- An accredited Living Wage employer
- Continuous professional development and ongoing training
- Careers progression via both technical and managerial pathways
- Wellness & Employee Assistance Programme (EAP)
- YuLife - The #1 rated benefits programme
- Quarterly one-to-one check-ins with your line manager
- 25 days’ holiday, plus Bank Holidays, increasing to 35 days (1 day extra per

annum to 30 days and a further 5 days after 10 years)- Flexible and remote working where possible
- A company culture that promotes work life balance
- Access to mental health care support
- Team member of the month recognising outstanding contribution
- Annual company day to share successes and strategic plans
- Death in service insurance
- Salary sacrifice pension scheme

**Company Overview
**Amthal Group is a newly formed independently owned group of established
businesses who design, install, maintain, and monitor electronic life safety and
security systems.

Amthal Fire & Security ( AFS ) established 2000 operate from
St Albans in Hertfordshire with current sales of £5.5m and 65 team members.
Integrated Protection Maintenance Services ( IPL ) established 2005 operate
from Coleshill in Birmingham with current sales of £1.9m and 14 team members.
The combined vision of the group is to scale a sustainable and dynamic group of
businesses through continuous investment & development in its people.

With ambition to achieve revenue of £12m by 2026 and a mission to provide
compliant protection, unrivalled customer experience and professional service.
Committed to achieving operational excellence, through empowering and
developing, exceptional talent, to maintain our friendly and supportive
environment.

**Role Overview**

An exciting opportunity for a driven individual who is looking to become part of
an ambitious and growing business. You will be joining our established and
successful organisation and become a valued member of our operations team.
The role utilises the latest SaaS technology systems and requires continues two
- way communication to successfully coordinate the engineering team. 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 our vision by providing unrivalled customer experience and professional
service to our clients. The position requires high levels of self-motivation,
organisation and must be performed with integrity and dedication. In return we
are committed to empowering and developing exceptional talent, maintaining
our friendly and supportive environment to ensure we get it right first time every
time.

**Key Responsibilities
- Prepare the preventive maintenance schedule monthly in line with company KPI’s.
- Maximise technician time by ensuring effect scheduling.
- Identify if SSP’s are required, and work with the partner specialist to ensure the scheduling.
- Review and effectively reschedule jobs that have not completed.
- Communicate and build relationships with our customers,
- Deliver an unrivalled customer experience by answering customer calls, in line with the company

target of 80%+ within 15 seconds.
- 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 inline with relevant KPI’s to ensure we are meeting customers SLA’s and our 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’s.
- To provide cover to colleagues in the operations department when the need arises
- Utilising Amthal's and client's SaaS software packages including simPRO, Fix Flow & Pro Net
- from in