Operational Support Specialist

Overview

Join Chubb Service Delivery as an Operational Support Specialist!

In this key role, you'll help ensure our service and installation activities run smoothly and efficiently.

Work alongside internal teams and customers to manage resource planning, streamline maintenance schedules, support field technicians, and play a vital part in driving a strong safety culture.

If you're organised, proactive, and passionate about operational excellence and customer service, we'd love to hear from you.

New Zealand residency or citizenship is a requirement for this position.

Role Overview

The Operational Support Specialist is responsible for ensuring the smooth and efficient delivery of installation and service activities within Chubb Service Delivery.

This role works under general supervision to perform a range of operational support activities, working closely with customers and internal teams to meet operational targets, manage service and install cycle times, and support the achievement of key business and customer delivery targets in line with WorldClass standards and compliance requirements.

The specialist plays a vital part in resource planning, managing preventative maintenance schedules, and speeding up the transition from job completion to invoicing helping to improve both customer satisfaction and business performance.

Key Responsibilities

Perform operational activities and maintain accurate records under general supervision.

Monitor and optimise operational processes to achieve business and customer delivery targets, meeting WorldClass standards and ensuring compliance.

Respond to fairly complex email and phone enquiries.

Act as a primary point of contact with customers, ensuring timely and effective communication.

Manage service and install cycle times to ensure projects and service requests are completed efficiently.

Support resource planning and smooth out preventative maintenance schedules to ensure efficient allocation of technicians and timely completion of maintenance tasks.

Improve the productivity of technicians through proper and accurate planning of jobs and resources.

Provide ongoing support to technicians in the field to ensure jobs are completed efficiently and safely.

Actively support and promote a strong safety culture across all operational activities.

Support faster and more accurate invoicing through timely task completion and documentation.

Review data entry for accuracy and maintain databases and records.

Generate reports for management as required.

Assist in meeting service level agreements (SLAs) and contractual requirements.

Contribute to standardising procedures and maintaining robust operational documentation to drive continuous improvement.

Skills & Experience

Proven organisational and communication skills.

Experience in an operational, service delivery, or customer support environment.

Strong attention to detail and ability to manage multiple tasks.

Ability to work collaboratively and adapt to changing priorities.

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