Retail Maintenance Support Representative

Entity: Finance Job Family Group: Business Support Group Job Description: At bp, we’re reimagining energy for people and our planet. We have a bold ambition: be a net zero company by 2050 or sooner, and help the world get to net zero. Creating a more efficient business that makes the best use of its resources is a critical part of getting there. And that’s what our new global business services (FBT) centre in Pune, India is here to do – put digital at the heart of our business and accelerate the transformation of bp’s business processes across the globe. Driven by the bp values and comprising capabilities in data, procurement, finance and customer service, the FBT centre will drive cutting-edge digital solutions and agile ways of working. The Retail Maintenance Support Representative position is the point of contact for site personnel/owners, field managers, and vendors, regarding: site equipment and property maintenance, environmental compliance, and license/permitting of company-owned sites. A key part of this role is troubleshooting needs and assigning and dispatching maintenance and inspection vendors. In addition, the representative is responsible for receiving and acting on Notification Center communications/requests in compliance with agreed on business unit and/or regulatory requirements. This position will also provide BP Alert support. This is a customer touch point requiring strong attention to detail, internal and external cross functional interface, and the ability to identify improvement opportunities. Key Accountabilities: Initial point of contact for retail sites and vendors regarding incident management of non-POS/BOS equipment failures and property damage. Manage inspection tickets. Monitor automated vendor dispatch and preventative maintenance activities. Identify and resolve vendor scheduling issues. Monitor maintenance tickets for SLA compliance. Troubleshooting for major equipment failure at sites. Provide backup administrative support for managing spills, unauthorized Release Responses, ECS and property-related Notices of Violation. Administer personal property damage claims, including reviewing incident descriptions and repair estimates, and administering payment. Representatives are responsible for accurately creating tickets, promptly and efficiently obtaining critical information and passing that information to the appropriate personnel Maintain a high level of proficiency with electronic systems and processes used to facilitate communications and requests, provide contact information and call logs and contact response teams; these systems include telephone systems, other electronic data capture systems, the notification system, Microsoft Office and basic Windows functionality Maintain and update knowledge documents critical to the operation of the Notification Centre; this includes call contact lists, business notification requirements, escalation requirements and paths Must have the ability to determine the appropriate actions for new or unique incidents without scripted guidance Transfer knowledge at shift change to ensure handover of critical on-going incidents and tickets are handled efficiently and correctly Complete any special assignments such as data support for critical systems, system and activity documentation, knowledge base activities and other operational related assignments Engage in continual learning and education to ensure a high level of understanding about BP operations, technology and Crisis Management/Emergency Response systems and capabilities Representatives must effectively engage in continuous improvement in all activities Qualification & Experience and Competencies : Essential Education and Experience High School diploma Minimum 2 years of business experience in relevant customer service or emergency center. Working knowledge of e-Maintenance, Siebel, SAP, and other systems. Key Competencies Process and quality improvement driven Proven capability with data management and control principles Detail-oriented with proven ability for accuracy Strong PC skills, including Microsoft Office applications with the ability to navigate and use various software applications. Excellent communication skills both verbal and written, with the ability to guide and gather relevant information from a caller that may be in a stressful situation. Teamwork oriented. Ability to multi-task and prioritize workload in a high pressure, time-sensitive environment. Proven self starter and quick learner. Ability to determine appropriate actions with sometimes little information. Strong customer service skills and the ability to manage sensitive calls. Desirable Criteria Working knowledge of license and permit application processes. Experience with crisis management. Flexibility of schedule to meet the needs of the business. Ability to identify and articulate improvement opportunities. Value & Behaviours : Own your success :Accountable for delivering innovative business outcomes Seeks