Retail Maintenance Support Representative

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.

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.

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.

Benefits:

• Life & health insurance, medical care package.
• Flexible working schedule.
• Opportunity to build up long term career path and develop your skills with wide range of learning options.
• Family friendly workplace e.g.: parental leave, bereavement and compassionate leave.
• Employees’ wellbeing programs e.g.: Employee Assistance Program, Company Recognition Program.
• Possibility to join our social communities and networks.