Case Handler

Job Description

Case Handler

East Grinstead

Full time

Job Description

Case Handler and you will report to the Service Supervisor – PowerGen

At Rolls-Royce we are proud to be a business that has truly helped to shape the modern world and are committed to always being a force for progress; powering, protecting and connecting people everywhere.

By joining Rolls-Royce, you'll have the opportunity to work on world-class solutions, supported by a culture that believes individuality is our greatest strength, and all perspectives, experiences and backgrounds help us innovate and enable our high-performance culture.

As the Case Handler you will assist and support the PowerGen Service Department by administering UK & ROI customers in PowerGen applications.   

What you will be doing:

• Processing customer requests for Service / Warranty Work
• To raise C4S tickets and process through to completion
• Producing service quotations, cost calculations & invoices
• Producing purchase orders required for department as necessary.
• Identifying spare parts using engine parts catalogues.
• Issuing goods and making stock transfers as required.
• Collating and checking engineers reports.
• Processing engineers reports in the TOGA warranty system.
• Submitting claims to the factory ensuring they are submitted within set timescales.
• Take the lead on customer communication and assist Supervisor with scheduling activities.
• When required, check accuracy of warranty claims prior to submittal.
• Ensuring prompt and correct delivery of requested warranty return parts to factory.
• Administration responsibility for Value Care Agreements with key customers.
• Assisting with preparing parts orders for delivery or collection by engineers.
• Creation/Update of process maps & work instructions for administrative tasks.
• Assist with training and onboarding new starters as necessary.
• To deputise for the Supervisor where appropriate
• Regularly run C4S reports, analyse data, and track resolution times.
• Present monthly updates in a presentation to the office team.

Position Qualifications

• Capable of accurate data entry are all essential to the role
• Must also have excellent verbal and written customer communication skills
• Computer literate with good keyboard skills. Proficient in MS Office, particularly XLS, Word and email

You may occasionally be required to travel to our factory in Germany for product training (~1 week per year).

Preferred requirements:

• SAP - On the job training will be provided for SAP, MTU Business Portal & Warranty System
• Good attention to detail
• Well organised

Power Systems is the Rolls-Royce business which provides world-class power solutions and complete life-cycle support under our product and solution brand mtu. Through digitalisation and electrification, we strive to develop drive and power generation solutions that provide answers to the challenges posed by the rapidly growing societal demands for energy and mobility.

We deliver and service comprehensive, powerful and reliable systems, based on both gas and diesel engines, as well as electrified hybrid systems. These technologically advanced solutions serve our customers in the marine and infrastructure sectors worldwide.

Our vision is to ensure that the excellence and ingenuity that shaped our history continues into our future. Our multi-year transformation programme aims to turn Rolls-Royce into a high-performing, competitive, resilient and growing company. Join us, and it can be your future vision too.

Rolls-Royce are committed to being a respectful, inclusive, and non-discriminatory workplace where individuality is valued, diverse perspectives fuel innovation, and everyone can thrive.

Type of Contract

Permanent