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Service Controller
2 months ago
We are partnering with a market leader in their recruitment for a Service Controller to join their high performing team. The Service Controller will work closely and communicate effectively with the rest of the service team, to co-ordinate a service function, controlling workshop, mobile and third-party engineers ensuring that programmed maintenance, breakdown and damage repairs are smoothly controlled and properly authorised, documented and recorded on the computerised maintenance system. To control costs associated with the function without adversely affecting safety or customer service standards or the quality of the fleet and in accordance with manufacturers’ recommendations and legislative requirements. To be responsible for the service levels provided to customers within the allocated area, communicating repair updates and service bookings effectively, ensuring that issues are escalated to the relevant Manager to be resolved. KEY FEATURES The job holder reports to the Operations Manager on all work and personnel issues and has responsibility for the following:
- To ensure that all incoming calls to the service team are answered within an acceptable timeframe and that where needed, calls are efficiently and professionally passed to the relevant team member, taking and delivering messages, where required.
- Planning and scheduling all servicing and repairs, authorising and controlling expenditure and ensuring hire fleet equipment is maintained to manufacturer’s recommendations and legislative requirements as a minimum whilst maximising availability.
- Upon receipt of a compliance event due notification from the Maintenance Scheduler, ensuring that a notification is sent to the customer, one month in advance of the event being due and following up with the customer to make a booking. Escalating any overdue events back to the Maintenance Scheduler so that the ‘disclaimer’ process can be followed.
- Fielding and handling telephone calls from hire fleet customers politely and tactfully to ensure that breakdown repairs and other work conducted at a customer’s request is effected safely and both customer inconvenience and asset downtime is minimised.
- Issuing repair orders from the maintenance computer system for servicing and repair work to third party repair agents within established rate agreements, maintaining tight expenditure controls on such work and following established authorisation procedures.
- Recording all warranty repair work effected by manufacturers or their agents to ensure that a full service history is maintained for all hire fleet equipment, so that failure trends can be highlighted.
- Ensuring that warranty opportunities are maximised and submitted to theE manufacturer following the established authorisation procedures.
- Ensuring that all repair updates are recorded on the computerised maintenance system in a timely manner and that jobs are closed off and allocated a response code in real time, to enable the efficient and accurate reporting of service department related data to the wider team and customer base.
- Keeping a centralised VOR log up to date in real time and monitored daily for progress.
- Identifying damage to hire fleet equipment caused by customers and liaising with customers regarding rechargeable items, estimates for repair and loss of use, obtaining order numbers where appropriate and ensuring that recharge invoices are raised and sent promptly.
- Working with the rental operations department to ensure that the fleet status of all hire fleet equipment is accurate, up to date and monitored continuously.
- Working with the rental operations department to ensure that equipment is correctly checked in and out from hire and that all hire documentation is completed in a timely manner.
- Liaising with technical support personnel to ensure that this is provided to the customer and other third-party engineering personnel where required.
- Ensuring that hard copy and computerised maintenance records are accurate and complete and digitally filed, as required.
- Processing and approving, where they agree with authority given, suppliers’ repair invoices and maintenance job sheets to meet reporting deadlines.
- Liaising with the stores department to ensure that appropriate parts are available for use both in the workshop, field engineering personnel and third-party repairers, ensuring that the established authorisation procedure for parts control are followed.
- To assist in all duties related to the running of the service department as required and instructed by the Operations Manager, including but not limited to covering for other team members during periods of holiday and sickness.
