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Customer Service Controller

3 months ago

Chesterfield, Derbyshire, United Kingdom Finning (UK) Ltd Full time

Company:
Finning (UK) Ltd

Number of Openings:
1

Worker Type:
Permanent

Position Overview:
Due to continued growth within Finning, the UK and Irelands largest Cat dealership specialising in Caterpillar Equipment and Machinery, we have a vacancy for a Customer Service Controller to join our field service team


As Customer Service Controller you will deliver excellent customer experience by optimising the resources to meet the customer needs efficiently whilst maintaining the desired service business performance.


Job Description:

Major Job Functions

  • Your role will be to understand the customer service need(s) and deliver the appropriate resources to execute the request expertly to deliver an experience for the customers that drives dedication by controlling the end to end repair process. Continuously maintain a clear, open and consistent communication with the customer throughout the service repair processes that delivers the lowest cost of ownership driving customer dedication and service growth. Dedicatedly keeps the customer informed throughout the process.
  • Planning and supply resources to ensure fulfilment of the customer's service needs utilising capacity and capability planning. Leading the end to end repair process from identifying the customer service need to accurately closing the work order and customer invoice. Ensuring adherence to service process and procedures to ensure consistent extraordinary customer service delivery. Takes the lead to ensure the health and safety of customers and service employees is the highest priority. Providing cover to ensure effective delivery of service to meet our customers' needs and business needs.
  • Creation of Service quotes up to £3,000 identified when carrying out service work such as PM or repair work, or service inspection or when advised by Finsight advisor.
  • Direct management of engineers (47) mentoring, addressing performance issues and carrying regular 121 in line with the dealership policy. Provide guidance and mentoring to engineers to ensure delivery of high levels of customers' satisfaction whilst maintaining service profitability.
  • Uses customer feedback and key service metrics to continually improve the experience and deliver the desired business performance. Using data identified, can use the information to drive continuous improvements in customer experience and performance.
Specific Skills

  • A strong sense of care for our customers ensuring they receive the best experience from Finning
  • Good organizer
  • Good communicator
  • Champions for Safety
  • Lives and promotes the Finning Values
  • Knowledge
  • Good knowledge of mobile and fixed equipment components and systems
  • Financially/commercially aware
Knowledge

  • Good knowledge of mobile and fixed equipment components and systems
  • Financially/commercially aware
Accountability

  • Accountable for the health and safety of engineers and support staff when performing tasks. Ensure that the most cost effective and efficient solution is delivered ensuring high level of customer satisfaction.
  • Fully accountable for correct allocation of cost and recovery of expense and working towards first time fix.
  • Communicate to the customer throughout the entire service delivery process
Education and Experience

  • Foundational Engineering understanding and qualification
  • Ideally, Advanced level of engineering aptitude
  • Minimum of 3 years' experience in a technical or mechanical engineering role
  • Previous experience in a similar role within similar industry environment desirable
Working Environment

Office based