Steven Johnston

PARTS

Proactively managed customer jobs by addressing out-of-stock parts and updating customers regularly.
Fixed issues surrounding failed part orders resulting from system problems.
Coordinated missing or damaged part reports with engineers to ensure swift resolution.
Organised the delivery of substantial items, including hot water cylinders and radiators, to customers.
Rescheduled jobs promptly after confirming parts were back in stock.
Communicated the status of obsolete parts, ensuring customers were informed of repair limitations.
Handled queries from various stakeholders using the POD model through Teams chats and two-way texting.
Processed requests for new parts in the Calidus stock system as needed.

BOILER IQ

Managed customer inquiries regarding Boiler IQ alerts, advising or coordinating necessary repairs.
Utilised pre-diagnostic data to aid in resolving issues or scheduling service calls.
Enabled engineer operations by assisting with on-site device registrations.

ACHIEVEMENTS

Chosen as SME within Parts Team for WMIS to Dynamics 365 transition support.
Drove contributions to D365 initiatives through knowledgeable participation in discussions and training material development.
Formulated tailored Dynamics 365 upskill training plan delivered pre-national rollout to prepare team effectively.
Engineered Excel macro for report generation using D365 data extracts, enhancing workload management capabilities.
Adapted tracker file for improved customer contact tracking during transition, with original model remaining influential.
Fostered interdepartmental relationships enhancing understanding of external influences on Parts journey in D365.
Guided beneficial changes that positively impacted the efficiency of the Parts Team and overall business.

Scheduled engineer visits for repairs and annual services through inbound customer calls.
Provided gas safety advice while reporting potential leaks to National Gas Emergency Service.
Promoted relevant additional products, including insurance, during customer communications.
Maintained accurate records manually during system downtimes and completed data entry afterwards.
Processed complex customer account queries, updating contact details and adding products.
Managed issuance of Landlords CP12 certificates via post/email in response to customer inquiries.
Collaborated on 'Honest Conversation' project, addressing difficult customer discussions effectively.
Executed outbound contacts for undelivered letters and managed confidential document disposal.