Work to clients procedural requirements such as obtaining driver defect numbers whenever possible and gaining authority from them before authorising damage repairs etc. Work to and apply agent/dealer Service Level Agreement criteria, such as labour rates, sundries costs and parts markup etc. Tyre Breakdowns Take tyre call outs throughout day, if Gullivers Tyre fitter within 40 miles we attend, if not ATS attend. As with mechanical breakdowns fill in the ISO Tyre Breakdown form with all relevant breakdown details. Log tyre breakdown on the Genesys system and chased throughout the day. Update the customer on progress as required. Obtain an ATS reference Number and add to breakdown form and Call Log text field. Obtain attendance and completion times from ATS to confirm that the job is completed. This is mainly done via email to the ATS Head Office. OOH Email at 6.00am Check the Fleet Support Operations website at 6am; pull off all the breakdowns they dealt with throughout the night. Determine what depot the vehicle is from, and using a template email compile an email to all Gullivers workshop/depot managers that summarises each breakdown Fleet Support Operations dealt with OOH. If the breakdown is due to driver error or damage, state on the email that the depot needs to raise the work order. Any ongoing breakdowns done overnight by Support Operation will be taken over by the Call Centre who will log and monitor the job through to completion. The Call Centre will also update the customer and the Gullivers depot as required. AT 6am divert the phones back from Fleet Support Operations OOH service to Gulliver’s Call Centre. OOH Email at 6.00pm Before 6pm, email Fleet Support Operations OOH all ongoing breakdowns so they are aware of all the relevant jobs we are dealing with. Then if they receive any calls regarding
Work to clients procedural requirements such as obtaining driver defect numbers whenever possible and gaining authority from them before authorising damage repairs etc. Work to and apply agent/dealer Service Level Agreement criteria, such as labour rates, sundries costs and parts markup etc. Tyre Breakdowns Take tyre call outs throughout day, if Gullivers Tyre fitter within 40 miles we attend, if not ATS attend. As with mechanical breakdowns fill in the ISO Tyre Breakdown form with all relevant breakdown details. Log tyre breakdown on the Genesys system and chased throughout the day. Update the customer on progress as required. Obtain an ATS reference Number and add to breakdown form and Call Log text field. Obtain attendance and completion times from ATS to confirm that the job is completed. This is mainly done via email to the ATS Head Office. OOH Email at 6.00am Check the Fleet Support Operations website at 6am; pull off all the breakdowns they dealt with throughout the night. Determine what depot the vehicle is from, and using a template email compile an email to all Gullivers workshop/depot managers that summarises each breakdown Fleet Support Operations dealt with OOH. If the breakdown is due to driver error or damage, state on the email that the depot needs to raise the work order. Any ongoing breakdowns done overnight by Support Operation will be taken over by the Call Centre who will log and monitor the job through to completion. The Call Centre will also update the customer and the Gullivers depot as required. AT 6am divert the phones back from Fleet Support Operations OOH service to Gulliver’s Call Centre. OOH Email at 6.00pm Before 6pm, email Fleet Support Operations OOH all ongoing breakdowns so they are aware of all the relevant jobs we are dealing with. Then if they receive any calls regarding