Regional Service Controller

4 weeks ago

Elland, United Kingdom Terberg DTS Full time

_**Overall purpose of the job**:_
- To supervise all maintenance and repair activities within a geographical area.
- To provide effective customer service and build relationships with both internal and external customers.
- To action customer repair, maintenance and breakdown requests in a timely and cost effective manor.
- To monitor and organise all service inspection contracts.
- To work within a service team and to liaise effectively with all other departments.
- To prioritise work effectively ensuring all documentation is accurate.
- To ensure all information is correctly entered into in-house software systems accurately with sufficient and suitable information
- **Responsibilities**:_
- To take customer calls and log repair notifications.
- To allocate appropriate Field Service Engineer response to meet customer requirements.
- Maintaining established and new contract plans. Ensuring that all scheduled maintenance contracts are managed in a timely and cost efficient manner.
- Liaise with UK service supervisor and Service Manager regarding any issues that may arise.
- Keep customers updated on the reported job progress.
- Deal with day to day queries from both internal and external customers.
- Ensure all jobs are entered onto the appropriate in-house computer system.
- To ensure maximum utilisation of Field Service Engineering resource according to capacity and geographical location.
- To reschedule jobs and resources according to emerging customer needs and resource availability.
- Ensure all service records are received from the appropriate Field Service Engineer and are accurate.
- To ensure that all field service vehicle parts sales are recorded accurately and promptly.
- Provide data and supporting evidence to internal and external customers regarding service work that has been completed and or is outstanding.
- To effectively liaise with customers regarding enquiries.
- To provide further assistance to other team members when requested.
- **Key Result Areas**:_
- KPI’s to be monitored: Up to date and clear administration, Safety defects outstanding, Overdue services, To keep WIP at a manageable level, Administration of aged jobs and invoice queries.
- Effective time management and allocation of resources.
- Effective and efficient planning of Field Service Engineers (including 3rd party Engineers) working hours.
- Effectively manage customer enquiries.
- Monitoring engineers documentation.
- Ensure best practices are used when distributing field service engineer’s jobs.
- **Standards of Performance**:_
- To maintain and develop current processes and procedures in the upkeep of the internal documentation.
- To maintain a high standard of customer service at all times.
- To actively play a part in the planning and coordinating of all service work that is due to be carried out.
- Develop own competence to meet requirements of job.
- Undertake any other duties consistent with the purpose of this job.
- **Person Specification**:_
- Ability to troubleshoot and put forward new ideas to improve processes within the department.
- Ability to prioritise own work and work within the department to assist others.
- Ability to make decisions based on incomplete information which has been filtered through others.
- Confidence to put forward views and contribute to the development of the department.
- Excellent communication skills.
- Excellent planning skills.
- Able to work under pressure.
- Demonstrate commitment to personal professional development.
- To demonstrate self-motivation in achieving own and departmental objectives.
- Willingness to learn from mistakes.
- Willingness to learn other skills within the department.
- Ability to demonstrate positive customer service skills.
- Ability to develop interpersonal and communication skills.
- Ability to model the Terberg values and behaviours.
- Ability to adapt to organisational changes.

**Job Types**: Full-time, Permanent

**Salary**: Up to £29,000.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Life insurance
- On-site parking
- Sick pay
- Wellness programme

Schedule:

- 8 hour shift
- Holidays
- Monday to Friday
- No weekends

Supplemental pay types:

- Performance bonus

Work Location: In person

Application deadline: 19/05/2023
Reference ID: Regional Controller

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