Full Time Systems Support Analyst, Caerphilly

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ServiceTracker is a growing software provider and Salesforce CRM partner currently seeking an Systems Support Analyst to join our team.  We are located in the Welsh ICE Innovation Center in Caerphilly where we work alongside a community of many other growing businesses.

This is an excellent opportunity for a technical customer service professional to expand their career. You will be working alongside us and with our customers on ServiceTracker, our operational and management application for blue-collar service industries.

The right person will have a willingness to work with the latest technologies and make a contribution to the business from day one.  Our application is built on the Salesforce.com platform. We will give you first class training and professional development to enable you to succeed in your role and become an IT professional.

 

Key skills needed for the role:

  • Experience working within a technical customer service role, preferably within a SaaS / B2B environment dealing with customer requests and bugs;
  • Possess a genuine relish for troubleshooting and problem-solving complex puzzles;
  • Have the ability to think on your feet, learn a complex product inside and out, and discover creative methods to resolve customer issues;
  • Demonstrable experience troubleshooting and documenting replication steps for complex technical issues, while collaborating with our developers to ensure resolution.
  • Experience supporting, troubleshooting, and assisting with development of desktop applications and web application integrations;
  • Familiarity with modern support ticketing or CRM solutions within technical customer service environments.

 

The ideal candidate for this role will have excellent communication skills in addition to good verbal and written skills who is a natural-born evangelist with infectious enthusiasm.  With our ambitious company goals you will help create new technology and enhance your skill-set whilst working with some other exceptional team members!

 

Salary

A competitive salary comes with this position, dependent upon experience + life cover, pension, 25 days holiday.

Apply now to us or request further information on this excellent opportunity: careers@servicetracker.uk.com  

 

 

w:www.servicetracker.uk.com | e:support@servicetracker.uk.com | t: 033 022 31 022

ServiceTracker Britannia House, Caerphilly Business Park, Caerphilly, CF83 3GG

 

The 3 most important elements for successful business transformation

People, Process, Technology (PPT)

PPT

When engaging with new or prospective clients, it is clear that most businesses focus very heavily on Technology alone to improve their business performance and operations.  There are so many products offering to streamline and revolutionise  your business, without mentioning that it is still down to the people behind it to make it work on a day-to-day basis and it is the defined processes that ensure it is used properly.

Often the thought is to throw technology at a problem and things will improve straight away, yet there are stories of failed projects where the “system just didn’t work for us” or it was “not aligned to our business processes”.  Without a balanced focus on these 3 key areas you simply cannot ensure a successful implementation of any new system and subsequently you do not get “buy in” at all levels.

Ignoring the people aspect of any change initiative means that you do not get the level of user adoption that you need to ensure your shiny new system is used to its full potential, and almost all of the technology benefits are lost.

Forgetting about the processes behind your system usage means the business is no longer aligned to your new technology and very quickly cracks start to appear throughout the company. Ultimately, trust is lost and engagement is at it lowest, meaning you start to regret putting a new system in place and start looking elsewhere for another solution to once again alleviate the pain.

Studies have shown that a large majority of business technology deployment efforts do not achieve their objectives and are not able to sustain themselves over the long term without following the PPT approach.

 

Here is how ServiceTracker deals with this approach from the very start of the deployment planning.

People

  • We quickly identify stakeholders, champions, and potential opposition
  • We ensure continued stakeholder management, flexibility, and adaptability to changing needs
  • We adopt a constant improvement approach to ensure all stakeholders have bought into the change and feel a part of the journey

Processes

  • We embed ourselves into your business building up a partnership to identify challenges and solutions.  We are your in-house business system resource.
  • We gain an understanding of your business goals and objectives and make it our priority to be part of your culture
  • We create both short term and long term goals uniquely tailored to you. Whilst most of the journey has already been made and our systems are ready to go it is very important to understand that every customer is different.
  • We align your processes with technology to ensure all aspects of the business are covered and visually available to all stakeholders.
  • We streamline and validate the collection and data at all stages

 

Technology

  • Our technology strategy engages with your people and processes to support your goals
  • We continuously evaluate and improve our technology to meet new objectives and scale with your business as you grow
  • We clearly define the objectives laid out by the stakeholders
  • We define the benefits of our technology to our customers in quantifiable terms
  • We have countless metrics and systems of measurement at our disposal to monitor success and ROI
  • We assess your current technology environment to determine the best strategy of deployment

 

If you would like to know more about the ServiceTracker PPT approach and how we have helped business like you all over the UK and beyond, please get in touch

Call 033 022 31022 or email at info@servicetracker.uk.com

www.servicetracker.uk.com

 

ServiceTracker announce the appointment of a new Communications Director

ServiceTracker, cloud-based service management solutions, are very pleased to announce the appointment of Dominy Palmer who joins ServiceTracker as Communications Director with immediate effect.

Dom

Dominy will be responsible for developing and maintaining solid, strong and lasting relationships with new and existing customers and will be heading up all of ServiceTracker’s marketing  and online communications activity.

Dominy has a wealth of knowledge and experience with customer success, event and project management and studied English language and Communication at Cardiff University.

“I am really excited to be joining ServiceTracker and look forward to meeting our customers. I am extremely customer focused and believe passionately that customers should be at the heart of our business.  ServiceTracker already has a fantastic reputation with our Clients and my job is to ensure that we have a consistent level of customer excellence both with our current clients and for those who are yet to come on board.”

Please do join us in giving Dominy a warm welcome and I am sure you will be speaking with her in the very near future.

 

ServiceTracker Dynamic Mobile for iOS v2.2.2

ServiceTracker Dynamic Mobile v2.2.2

ServiceTracker  are pleased to announce the new release of our Dynamic Mobile application (v2.2.2) to the Apple Store for our iOS customers.

As this release comes with many changes, existing users will need to completely uninstall the current version before installing this latest version.

Here is a list of all the new features and enhancements

1. New home page

You can now access all of the features of the app in a brand new home page visible immediately after the initial download

2. Timesheet – clocking on and off

The “Start Work” button on the new front page is now active.  If required, technicians can click on this when they start their day or shift and press it again “Finish Work” when they clock off.  This can then be turned into an accurate time-sheet through Reports.

3. Personal Events

If required, technicians can now request time off from their line manager by clicking on the “Personal” button on the new front page and creating an event. This is also useful for internal meetings, vehicle checks, stock takes and much more

4. Documents

All documents required by the technician to perform their duties (Permits, COSHH, MSDS, Health & Safety etc) can be stored in folders within ServiceTracker and exposed to the technicians who can view them by clicking on the “Documents” icon on the new front page.  You can also store URL links to other document management systems and websites.

5. Ability to add inspections  to a visit;

You can now add inspections for items that are held on a site but have not been added to the visit.  On the inspection just click on the “+” button which is top right of the screen.  You will then be presented with a list of items on a page called “Items on this site” which are not on the visit.  Simply click on the ones you want to add and click “Yes” when presented with the pop-up box saying “Are you sure you wish to create an inspection for this item”.  This will then add the item to the list of inspections for that visit.

6. Creating a new inspection item

You can now create a brand new inspection item and inspection record within the visit you are working on in the app.  Follow the same process as above and when you get to the page “Items on this site”, click on the “+” button top right, choose the record type for the item you are adding and press “SELECT”. Fill in all the required details and click “CREATE”. Add as many as you wish and then go back a page to add the items to the visit to be inspected.

7. Creating a quote for the customer on site

At the bottom of the main visit page, look for the dollar sign on the right hand side in the blue bar. Clicking on this page will take you to the Quotes page.  Click “+” and fill in all the necessary details to create the quote. Press on “+ New Lines” to add individual Products with Prices where already applied.  Click on the three dots to the right of the Line Item (more button) if you wish to add the Location and Description of the item.  This is useful if you then want to convert the item you are quoting for into an inspection item.

Finally, if you have acceptance from the customer to proceed, ask them to sign in the grey box.  All the captured information can be converted into a PDF quote / work order / service agreement as long as this has been set up in advance.

8. Images of Inspection Items

You can now upload images to an inspection item and these will be displayed on the mobile.  This can be very useful for technicians who are not sure what they are looking for when going to service it.

9. Indicate Overdue Visits in the Nearby Tab

When searching for nearby visits, all visits that are overdue can now be identified by a red star.  These are also in order of date oldest first

10. Refresh All Data Function

Significant improvements applied to the speed of this function

11. Minor Enhancements

  • Prep / Waste List now in alphabetical order, plus duplicate items removed from the list
  • Clear Offline Data option now further down the menu so it cannot be pressed accidentally
  • Enhancements to the on-site printed report
  • Visits only showing as “Overdue” if they are a day overdue or more (not up to the minute)
  • “Today” and “This Week” tabs now showing in the correct sequence
  • Completed Date now showing on the completed Tab and now in order of completed first
  • Improvements made for issues experienced on the Samsung S6 (we do not recommend this phone)


If you have any questions about the new mobile application or would like trial of the new app please contact us on 033 022 31022

ServiceTracker Dynamic Mobile v2.2.2

ServiceTracker Dynamic Mobile v2.2.2

ServiceTracker  are pleased to announce the new release of our Dynamic Mobile application (v2.2.2) to the Google Play Store.

As this release comes with many changes, existing users will need to completely uninstall the current version before installing this latest version.

Thank you to everyone who gave us feedback during the beta testing phase which has been really valuable.  Please keep the feedback coming as we strive to continuously improve the app.

Here is a list of all the new features and enhancements

1. New home page

You can now access all of the features of the app in a brand new home page visible immediately after the initial download

2017-04-09 11.17.17

2. Timesheet – clocking on and off

The “Start Work” button on the new front page is now active.  If required, technicians can click on this when they start their day or shift and press it again “Finish Work” when they clock off.  This can then be turned into an accurate time-sheet through Reports.

3. Personal Events

If required, technicians can now request time off from their line manager by clicking on the “Personal” button on the new front page and creating an event. This is also useful for internal meetings, vehicle checks, stock takes and much more

4. Documents

All documents required by the technician to perform their duties (Permits, COSHH, MSDS, Health & Safety etc) can be stored in folders within ServiceTracker and exposed to the technicians who can view them by clicking on the “Documents” icon on the new front page.  You can also store URL links to other document management systems and websites.

5. Ability to add inspections  to a visit;

You can now add inspections for items that are held on a site but have not been added to the visit.  On the inspection just click on the “+” button which is top right of the screen.  You will then be presented with a list of items on a page called “Items on this site” which are not on the visit.  Simply click on the ones you want to add and click “Yes” when presented with the pop-up box saying “Are you sure you wish to create an inspection for this item”.  This will then add the item to the list of inspections for that visit.

2017-04-09 11.25.48

6. Creating a new inspection item

You can now create a brand new inspection item and inspection record within the visit you are working on in the app.  Follow the same process as above and when you get to the page “Items on this site”, click on the “+” button top right, choose the record type for the item you are adding and press “SELECT”. Fill in all the required details and click “CREATE”. Add as many as you wish and then go back a page to add the items to the visit to be inspected.

7. Creating a quote for the customer on site

At the bottom of the main visit page, look for the dollar sign on the right hand side in the blue bar. Clicking on this page will take you to the Quotes page.  Click “+” and fill in all the necessary details to create the quote. Press on “+ New Lines” to add individual Products with Prices where already applied.  Click on the three dots to the right of the Line Item (more button) if you wish to add the Location and Description of the item.  This is useful if you then want to convert the item you are quoting for into an inspection item.

 

2017-04-09 11.26.09

Finally, if you have acceptance from the customer to proceed, ask them to sign in the grey box.  All the captured information can be converted into a PDF quote / work order / service agreement as long as this has been set up in advance.

8. Images of Inspection Items

You can now upload images to an inspection item and these will be displayed on the mobile.  This can be very useful for technicians who are not sure what they are looking for when going to service it.

9. Indicate Overdue Visits in the Nearby Tab

When searching for nearby visits, all visits that are overdue can now be identified by a red star.  These are also in order of date oldest first

10. Refresh All Data Function

Significant improvements applied to the speed of this function

11. Minor Enhancements

  • Prep / Waste List now in alphabetical order, plus duplicate items removed from the list
  • Clear Offline Data option now further down the menu so it cannot be pressed accidentally
  • Enhancements to the on-site printed report
  • Visits only showing as “Overdue” if they are a day overdue or more (not up to the minute)
  • “Today” and “This Week” tabs now showing in the correct sequence
  • Completed Date now showing on the completed Tab and now in order of completed first
  • Improvements made for issues experienced on the Samsung S6 (we do not recommend this phone)

2017-04-09 11.25.23
If you have any questions about the new mobile application or would like trial of the new app please contact us on 033 022 31022

Meet our new Product Development Manager

We are very pleased to introduce the newest member of our team, Ian Clarke who joins ServiceTracker as Product Development Manager.

Ian

Ian has a huge passion for what can be achieved with technology and has a very wide and diverse range of development projects under his belt. Over the past 10 years he has worked with a number of large corporations from SSE to United Utilities and Oliver Ashworth Group PLC.  Ian brings a wealth of knowledge, skills and experience to  ServiceTracker and we are extremely excited to be working with him on new and innovative projects in the coming months.

“After working for a large corporate entity I was missing the buzz of working for a young forward thinking company. The passion shown by Mike and Nigel for both their product and more importantly their customers, drew me in.
Service Tracker is a fantastic product and I’m looking forward to having a hand in it’s evolution.”

On a personal level, Ian is a keen mountain biker, amateur guitarist, nature lover and taxi driver to his 9 year old daughter.  He is involved in various local community projects including heading up the committee for “Van Road Trails”,  providing a legal spot for local riders to ride and race.

Bike

Please do join us in giving Ian a warm welcome and we hope to see you at various events over the UK soon.

ServiceTracker for Apple iOS

ServiceTracker launches a brand new Mobile application for iOS which is available to download via the Apple Store now!  The app (compatible with iPhone, iPad and iPad Mini) was approved by the US Apple development team in the last 24 hours, following rigorous testing and has been piloted by a select group of mobile users over the past few months to ensure it meets our customer’s specific requirements.

AppStoreiOS

There are a number of new features added especially for the launch, including the ability show inspection/asset images on the mobile, the ability to view nearby visits by priority, a brand new home screen, the ability to log your time-on, time off for true time-sheet capabilities, personal activities, formula fields and much much more

iPad Home Screen

As with the ServiceTracker Android application, the iOS app is completely dynamic which means all fields are customisable by you and immediately updated and available on the next Sync Cycle.

iPad Map Screen iPad Visit List Screen

All of the features from the ServiceTracker Android application are included with the iOS app and any development updates will be applied to all of our platforms simultaneously.  Upgrades are applied on a monthly basis and the app remains free to download to your device at any time.

iPad Map Screen iPad Visit List Screen

To speak to us about the launch or to take a trial of ServiceTracker together with the all new iOS Mobile Application, call us now on 03302231022

ServiceTracker Award Winning Service Management Solutions!

On Friday 18th November, ServiceTracker attended Wales’s most hotly contested and prestigious business awards ceremony, hosted by BBC’s Jamie Owen.  We were up against some well established and truly amazing finalists but in the end there could be only one winner, so we are very pleased to announce that ServiceTracker came home with the Trophy.

ServiceTracker Award       cbfa14-logo         Award

The Innovation award recognises and rewards an IT initiative that can demonstrate an innovative new product, solution or service that has delivered measurable benefit for business users or customers in areas such as application development, e-commerce, hosting, or web-based services.

ServiceTracker are honoured to receive the award for Software Innovation at the CBF Awards and be recognised for our service management products and services.  We look forward to the opportunities that this recognition will bring us in the near future and thank the Caerphilly Business Forum for a fantastic night

A huge thank you also to all of our customers who have helped us to develop ServiceTracker into the system it is today and continue to enhance the software with all of their superb ideas.

Top 7 challenges encountered by a growing Service Management Business

We have spoken to many Service Management companies over the past 3 years and have created a list of the top 7 challenges faced with systems and process and ultimately the difficulty in managing a  service management business.

Top 7 challenges encountered by a growing Service Business

  1. Controlling State of Service
  2. Customers need more information (especially trend analysis)
  3. Customers need ‘real time’ information
  4. Field staff areas difficult to control, hard to measure productivity
  5. Ensure that invoicing is done rapidly
  6. Increasing filing capacity (work reports)
  7. Increasing cost of updating log books

Together with the process challenges and information gathering headaches, we also identified some of the complex system challenges which are not solely limited to Service Management but are relevant in many businesses across the UK.

System Challenges

  • Many different systems to do the job
  • The software doesn’t talk to each other
  • Constant double-keying of data
  • Lost information
  • Missed billing, lost quotes
  • A maze of information
  • Wasting time searching
  • Too much paperwork

Now it was time to put ServiceTracker to the test to see if we could overcome some of these challenges faced by the Service Management Companies we spoke with and resolve the issues and headaches.  Firstly we outlined the benefits of using just 1 system to tackle the system challenges.

Benefits of using 1 complete system

  • Improve responsiveness to your customers
  • Save time planning and completing jobs
  • Reduce administration costs
  • Improve customer satisfaction and retention
  • Improve quality of management information
  • Reduce or even eliminate paperwork
  • Connect with remote monitoring systems

Then we got down to business and took on each challenge one by one, starting with the business and operational challenges…

Top 7 Solutions for a growing Service Business when using ServiceTracker

  1. Real-time state of service = no missed or overdue visits
  2. All visit data captured  (especially trend analysis) complete with pictures
  3. Real time’ customer information (electronic reports and portals)
  4. Simple territory management & productivity reporting
  5. Rapid invoicing as soon as the job is complete
  6. All data in one place, searchable and accessible in seconds
  7. No more paper log books to keep up to date. Everything online

Then there were the system benefits…

ServiceTracker System Benefits

  • One system do the job of many
  • All departments and processes connected to each other
  • No double-keying of data
  • No lost information
  • No missed billing or lost quotes
  • A wealth of information at your fingertips
  • No wasting time searching
  • No unnecessary visits to the office to collect or drop off paperwork

But we didn’t just stop there as there was so much more to more to shout about…

  • More Visits Completed (avg 8 per month per tech)
  • More Business (average growth of 37% year on year)
  • Better communication (customer portal and mobile notifications)
  • Better management (calendars, GPS mapping, reporting)
  • Better visibility (Assets, Resources, Equipment)
  • Faster Cash Collection
  • Faster Visit Completion (mobile technology)
  • Faster Reporting (automatic electronic reporting)
  • Save on admin Time (around 14h per tech per month)
  • Save fuel Costs (save approx. 9% per month)
  • Save travel Time (around 17h per tech per month)

In summary, using ServiceTracker resolved 100% of the top challenges faced by the companies we met with and provided huge ROI and other benefits that were not considered at the time of the survey.  We know that a system such as ServiceTracker; doing the job of many non-integrated systems, providing all of your information in one place, tacking on every single one of the challenges you face with systems and process is good for business.

Take our 30 day trial to see for yourself

Contact Us

Britannia House

Caerphilly Business Park

Caerphilly

CF83 3GG

Connect:

Twitter: @ServiceTrkr Facebook: facebook.com/servicetracker

LinkedIn: Linkedin.com/Company/ServiceTracker

w:www.servicetracker.uk.com e:info@servicetracker.uk.com t: 033 022 31 022

 

ServiceTracker At PestTech 2016

Pesttech

ServiceTracker had a fantastic time at PestTech 2016 yesterday. We hosted a break-out session in the morning entitled “Pest Systems that truly manage your business” which brought in an above average crowd and allowed us to demonstrate the power and benefits of using one system to manage your entire business.  The slides can be found on slideshare by clicking here

We also held an exhibit for the entire day where we were able to demonstrate the complete system capabilities including mobile solutions, mobile printing capabilities (through our partnership with Brother), fleet management (through our partnership with TomTom) and route planning (through our partnership with Maxoptra).

PestTech2016 PestTech2016-2

Around 200+ companies came to see us directly throughout the day and we had a overwhelming amount of interest in our software solution. We look forward to following up with you all in the next few days and would like to thank you all for your time and interest.

Thank you also to Adam, Julie and the Team at the NPTA for hosting such a great event and being very responsive and helpful throughout the day.