Customer Service Controller

3 months ago

Cardiff, United Kingdom Finning (UK) Ltd Full time

Company:
Finning (UK) Ltd

Number of Openings:
1

Worker Type:
Permanent

Position Overview:
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

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.

**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.
- 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.
- Open & close work orders accurately and consistently to maximise billing accuracy & timeliness. Identify & exploit opportunities to address safety reworks, priority reworks 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

Education and Experience
- Foundational Engineering understanding and qualification
- Minimum of 3 years’ experience in a technical or mechanical engineering role
- Previous experience in a similar role within similar industry environment desirable

Desirable Knowledge
- Ideally, Advanced level of engineering aptitude
- 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.

Flexible working pattern between 7am - 6pm weekdays, with a potential for Saturday if required, Direct responsibility for planning, organising and despatching approx.

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.

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