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Service Controller

3 months ago

Peterborough, United Kingdom Finning International Full time
Company: Finning (UK) Ltd

Number of Openings: 1

Worker Type: Permanent

Position Overview: 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.
DiPerk Power Solutions are the only authorised OEM distributor for Perkins in the UK and Ireland, providing support for complex or minor repairs and regular interval servicing for plant, electric power, agricultural or marine equipment

Job Description:

As a member of the Finning Group, DiPerk has access to the skills and expertise of one of the premium service providers in the plant and power generation industry, benefiting from world-class facilities, the latest technology, tooling, and industry leading safety and quality processes.

Main duties:

  • Understand the needs of the customer / end user and deliver the appropriate resources to execute the request efficiently, delivering an experience that drives loyalty by supervising the end-to-end repair process.(20%)
  • Manage the end-to-end repair process from quote to invoice, organising resources both internal and external to accurately close the work order and complete customer invoice. Ensure adherence to service process and procedures to give a consistent extraordinary customer service delivery.
  • Identify and qualify all warranty repairs and claim these through the Perkins Portal within the submission time.
  • Identify opportunities to address safety reworks, priority reworks & PM servicing at the same time as the repairs.
  • Using customer feedback and key service metrics to continually improve the experience, efficiency and performance of the processes and deliver the desired business performance.
  • Manage a team of Engineers, being responsible for their training, goal setting, reviews, and continuous improvements.
  • Keep all systems up-to-date at all stages with accurate job information. Load internal drives with job/build data.

Specific Skills:

  • Customer Service skills and ability to develop strong customer relations 
  • Excellent planning and organisation skills 
  • Attention to detail  
  • Influencing and negotiation skills 
  • Good interpersonal skills 
  • Good IT skills 
  • Works well as part of a team 
  • Champions health & safety 

 

Knowledge:

  • Microsoft office
  • Previous experience of; Navision, Workday, Trimble, Smartsheets, Parts identification through SPI/manuals and Parts ordering through Perkins.com is desirable
  • DMS systems
  • Understanding engine/fuel control systems 
  • Warranty process 
  • Understanding of Testing and commissioning process is desirable
  • Engine/parts knowledge is desirable

 

Accountability:

  • Health and safety of engineers and support staff when performing tasks, ensuring it is the highest priority.
  • Cost effective and efficient solution is delivered ensuring high level of customer satisfaction.
  • Correct allocation of cost and recovery of expense and committing to first time fix.
  • Communication to the customer throughout the entire service.

Education & Experience:

  • Engineering qualification at NVQ level 3 or equivalent
  • A minimum 5 years’ experience of working in a customer facing role
  • Experience of managing and organising work for remote engineers.
  • Experience working directly with customers.  
  • Experience in an operational environmental, planning and organising repairs services, or operations.  
  • Preferably experience in problem solving customer requests and technical items. 

Working Environment

Office based

At Finning we believe that our people are the heart and soul of our company and fundamental to our success. Our employees are rewarded with an attractive all-round benefits package 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 

At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. 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.