Customer Service Controller

4 weeks ago

Lisburn, United Kingdom Finning (UK) Ltd 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.

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 team

**Job Description**:

- Major Job Functions

Understand & respond to customer requests, assessing & prioritising their need and identifying the actions to take place with agreed timescales. Allocate the most appropriate resources to address the customers’ need.

Issue completed trial pack to the boat builder. Issue acceptance or trial failure letter to the boat builder.

Plan all jobs to maximise engineer productivity. Manage and control job progress at every stage. Liaise fully to ensure the job is resolved to the mutual benefit of Finning & our external customer. Contact within Finning to receive ‘Trial Request’ from Cannock and allocate engineers accordingly.

Open & close work orders accurately and consistently to maximise billing accuracy & timeliness. Identify & exploit opportunities to address safety reworks, priority reworks & PM servicing at the same time as the repairs.

Keep all systems up-to-date at all stages with accurate job information. Load trial information to the Caterpillar OEMsi web site. Load internal drives with trial data.

Specific Skills

Customer service skills and ability to develop strong customer relations

Planning and organising skills

Attention to detail

Influencing and negotiation skills

Good interpersonal skills

Good IT skills, specifically in Microsoft Office

Works well as part of a team

Knowledge

Gas & Diesel Engine product knowledge

Good knowledge of mobile and fixed equipment components and systems

Warranty process

Commissioning process

Accountability

Keep internal and external customers fully informed of job progress at all times, ensuring promises and agreed commitments are kept. Awareness of health, safety & environmental requirements to ensure safe and ISO compliant operations on site. Maximise customer revenue for service. Control expenses for service including commissioning. Manage and control approx. 100 work orders with an average value in the region of £300k per month. Inform Field Service Supervisor of work schedule and Engineer’s issues, over attendance, tooling, quality of work, customer care issues, technical issues, parts delivery problems etc. and agree on solutions.

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
- Planned and organised major repair work
- Problem diagnostic experience in terms of both customer and engineer
- Commissioning of Products into the pleasure boat industry

IND

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