Service Type Three

'Resource Augmentation'

Touch receives requests from Company X Services for Technicians and Engineers for specific tasks. This work would be requested, measured and invoiced on 'day rates' applicable to the level of resource.

The requests from Company X Services are to be made to Touch Logistics Project Resource Manager and to include the following information:

Level / type of CSE resource (see items below)

Intended start date

Hours and place of work

Special requirements (i.e. clearance etc)

Initial length of contract / requirement

Company X project / site contact

Contact to approve timesheets and expenses

CSE level tables:
CSE Level One KEY ACCOUNTABILITIES

Technical Capability. Resolves basic, routine problems with a product or limited set of products (e.g. Camelot Terminal), normally by exchanging units drawing upon appropriate support to meet the Service Level Agreement.
Process. Follows established processes and systems (e.g. completion of all admin paperwork, charging customers, call system, customer's on-site processes, Health & Safety guidelines, code of conduct) to meet laid down guidelines.
Problem Solving. Listens to and understands basic customer problems asking relevant questions to resolve problems within required timescales. Knows when problems are "beyond me" and seeks support with less routine situation.
Service Levels. Delivers service-escalating issues within time to deliver required service level and meet or exceed customers' expectations/SLAs.
Team Working. Acts as a team player being viewed by colleagues as a helpful member of the team.
Business Awareness. Follows laid down procedures to get ad-hoc revenue and chargeable work recovery (develops a basic awareness of ad-hoc revenue).
Professional Development. Takes the initiative to drive own technical and professional development to grow product and business knowledge

CSE Level Two KEY ACCOUNTABILITIES

Technical Capability. Carries out basic, first level diagnosis (with confirmation from support or colleagues), resolves problems on a small set of products (e.g. Printers, PC's, Front Office Tills), with limited support to meet the Service Level agreement. Rebuilds operating system from instructions to meet the Service Level Agreement.
Process. Follows established processes and systems (e.g. completion of all admin paperwork, charging customers, call system, customer's on-site processes, Health & Safety guidelines, code of conduct) to meet laid down guidelines.
Problem Solving. Listens to and understands a broader range of basic problems than at CSE 1 asking relevant questions to resolve problems within required timescales. Knows when problems are "beyond me".
Service Levels. Delivers service-escalating issues within time to deliver required service level and meet or exceed customers' expectations/SLAs.
Team Working. Acts as a team player being viewed by colleagues as a helpful member of the team.
Business Awareness. Follows laid-down procedures and decides which jobs are chargeable to get ad-hoc revenue and chargeable work recovery. Aware of the factors influencing Company X Services costs (e.g. issue and control of spares).
Professional Development. Takes the initiative to drive own technical and professional development to grow product and business knowledge.

CSE Level Three KEY ACCOUNTABILITIES

Technical Capability. Diagnosis and resolves more complex problems than CSE2 relating to a variety of products (e.g. PCs, Servers, Front and Back office retail, mainframe and networks). Checks own statistics needing little supervision to meet the Service Level agreement.
Process. Follows established processes and use the system required (e.g. completion of all admin paperwork, charging customers, call system, customer's on-site processes). Health & Safety guidelines, code of conduct.
Problem Solving. Listens to and understands less straightforward problems / calls than at CSE 2 asking relevant questions to resolve problems within required timescales. Knows when problems are "beyond me".
Service Levels. Delivers service-escalating issues within time to deliver required service level and meet or exceed customers' expectations/SLAs.
Team Working. Acts as a team player being viewed by colleagues as a helpful member of the team. Provides assistance and advice to others (e.g. "buddy" training on the job) Identifies training needs in the team to support the team manager.
Business Awareness. Recognises opportunities at a customer location to increase ad-hoc and chargeable work recovery notifying the appropriate manager. Aware of the factors influencing Company X Services costs (e.g. issue and control of spares).
Professional Development. Takes the initiative to drive own technical and professional development to grow product and business knowledge.

CSE Level Four KEY ACCOUNTABILITIES

Technical Capability. Provides technical leadership and acts as the local expert in several areas. Applying innovative ideas to improve fault diagnosis and process.
Process. Follows and improves established processes and systems (e.g. completion of all admin paperwork, charging customers, call system, customer's on-site processes). Health & Safety guidelines, code of conduct.
Influences and encourages team members to follow processes (e.g. spares quality) in place to ensure no extra costs.
Problem Solving. Diagnoses and resolves complex problems critical to customer satisfaction. (e.g. store non-trading and closed to public due to hardware non-functioning).
Service Levels. Delivers service-escalating issues within time to deliver required service level and meet or exceed customers' expectations/SLAs.
Team Working. Acts as a team player being viewed by colleagues as a helpful member of the team.
Provides assistance and advice to others (e.g. "buddy" training on the job). Identify and helps to address training needs in the team to support the team manager. Recognises jobs well done in line with IiP guidelines.
Contributes to team's KPIs improvement.
Business Awareness. Liases effectively with internal customers (e.g. Service Delivery Managers) on aspects of service delivery contributing to the production of action plans with recommendations for service improvement. Influences and acts as a role model to control Company X Services costs (e.g. control of spares).
Professional Development. Stays abreast of new products and technologies to help provide strong technical leadership.
Coaches and shares best practice knowledge with others to develop their CSE skills and extension of knowledge.

CSE Level Five KEY ACCOUNTABILITIES

Technical Capability. Provides technical leadership and acts as the authority over a range of products, designing and implementing technical training courses. Applies major technical solutions to resolve fault diagnosis and improve processes.
Process. Defines best technical practice. Takes a lead on improvements to established processes and systems (e.g. completion of all admin paperwork, charging customers, call system, customer's on-site processes). Health & Safety guidelines, code of conduct.
Defines process solutions to reduce costs.
Problem Solving. Produces root cause analysis relating to critical and complex customer problems to prevent future re-occurrence of similar issues, sharing knowledge and understanding with appropriate affected parties to resolve service issues.
Service Levels. Identifies and defines methods for improving service levels. Acts as an escalation point for other CSE roles to improve service / SLAs.
Team Working. Provides technical leadership to both technical and non-technical people, acting as a team player to improve the skills of colleagues. Recognises jobs well done in line with IiP guidelines. Identifies training needs in the team to support the team manager.
Leads team KPI improvements
Business Awareness. Leads technical discussions with internal customers (e.g. Service Delivery Managers) on aspects of service delivery and analyses call statistics to produces action plans with recommendations for service improvement.
Liaises with external customers and feedbacks to Company X Services.
Influences and acts as a role model to control Company X Services costs (e.g. control of spares).
Professional Development. Takes the lead with new concepts or technologies, introducing new ideas for service skills development and delivering training to extend own and others knowledge.