Service Desk Controller

3 weeks ago

London, United Kingdom Finning International Full time

Permanent
As a Service Controller you will oversee a team of engineers and ensure an excellent customer experience by optimising the resources to meet the customer needs efficiently whilst maintaining the high standard of service delivery
Finning is the world's largest Caterpillar dealership delivering unrivalled service for over 80 years. We sell, rent, supply parts, service and repair equipment and engines to customers in various industries, including mining, construction, petroleum, forestry, and a wide range of power systems applications.
Load trial information to the Caterpillar OEMsi web site. Load internal drives with trial data.
Direct management of engineers (4-8) mentoring, addressing performance issues and carrying out regular 1-2-1. Provide guidance and mentoring to engineers to ensure delivery of high levels of customers’ satisfaction whilst maintaining service profitability.
Ensure adherence to service processes and procedures to ensure consistent extraordinary customer service delivery.


Customer service skills and ability to develop strong customer relations
Planning and organising skills
Good IT skills, specifically in Microsoft Office
Good knowledge of existing applications and systems desirable (DBSi Work order system, Finning Sales Tracker, SAP, FSAT, Vision Link, Masternaut, Cat SIS, 1-2-1 application, Product Support dealsheet)
Commissioning process


Minimum of 3 years’ experience in a technical or mechanical engineering role
Accountable for the health and safety of engineers and support staff when performing tasks. Maximise customer revenue for service.
Control expenses for service including commissioning.
Inform Field Service Supervisor of work schedule and Engineer’s issues, over attendance, tooling, quality of work, customer care issues, technical issues, parts delivery problems etc. Flexible working pattern between 7am – 6pm weekdays, with a potential for Saturday if required, Direct responsibility for planning, organising and despatching approx.

Office based

Our employees are rewarded with an attractive all-round benefits package including 25 days holiday, company pension scheme, healthcare, company share scheme and various flexible benefits.

If you would like to work for a global organisation offering industry leading training and a competitive package, then apply online today


As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter.

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