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Customer Service Controller

3 months ago

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

Number of Openings: 1

Worker Type: Permanent

Position Overview: 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 a high standard of service delivery
Finning is the largest Caterpillar dealership world-wide, specialising in Heavy Equipment, Machinery, and Power Generation. We have been delivering unrivaled service for 90 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.

Job Description:

Major Job Functions

  • 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 (4-8) mentoring, addressing performance issues and carrying regular 1-2-1 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.

Benefits

  • A competitive salary
  • 25 days annual leave + bank holidays (+ option to purchase additional 5 days holiday)
  • Annual Bonus
  • Laptop and phone
  • You will benefit from enhanced maternity and paternity packages, family-friendly policies to support working parents, support from a team of 40+ Mental Health first aiders, employee wellbeing solutions, and length of service & recognition awards.
  • The additional benefits attached to this role include a generous reward scheme, 25 days holiday, up to 7% pension, life insurance, access to the company a share scheme, and healthcare benefits (medical, optical, hearing, dentistry, and new child payments to support new parents)

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
  • 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)

Knowledge

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

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

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.