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Maintenance Controller
4 months ago
**Our client is one of the fastest growing companies in the local area providing lease vehicles to companies and individuals they would like to speak to people who enjoy working in a customer focused environment.**
**Role Overview**:
Responsible for the co-ordination of vehicle specific topics with drivers, vehicle repairers and other suppliers to ensure a cost effective, and customer focused experience.
Key objective is the delivery of the effective cost management and an exceptional customer driver journey for Tusker’s customers.
**Key Responsibilities**:
- First point of resolution for vehicle related topics e.g. Breakdown, SMR, Tyre replacement, downtime management.
- To ensure calls are answered within required KPI’s, 1link worksheets, downtime management cases, Tyre approvals and any other team activity is dealt with efficiently and within agreed SLA’s.
- To efficiently agree the vehicle SMR & Tyre work that should be conducted by the repairer on the best interests of Tusker and our driver.
- Manage, approve and audit all SMR (service, maintenance & repair) and Tyre requests ensuring adherence to the Tusker Maintenance Policy.
- Ensure all transactions are approved at the lowest possible cost price to Tusker.
- Vehicle Downtime Management; ensure all Downtime Management cases are actioned & completed within required KPI’s. Key focus to ensure the vehicle off road time is minimised with vehicles being returned to the road in a timely manner, ultimately to minimise disruption to Tusker’s driver.
- Engagement with breakdown providers, SMR repairers (franchised/independent) & vehicle manufacturer aftersales customer service teams to ensure drivers are kept mobile with the provision of a relief vehicle.
- Liaising with manufacturer after sales, customer service departments and dealership to ensure swift delivery of service, keeping vehicle off road time to a minimum and maximising goodwill support and relief vehicles.
- For LCV’s ensure all compliance topics are covered for LCV’s with ancillary equipment - including the management of Breakdown and SMR vehicle off road times.
- Maintain product knowledge to enable efficient authorisation and repair of vehicles without being overcharged. Including the use of third party technical data systems.
**Personal Specification**:
- Strong customer service orientation & telephone negotiation / persuasion skills.
- Excellent communication skills with a confident and polite telephone manner
- Extensive knowledge of the repair and maintenance of motor vehicles (Cars & LCV’s) both combustion engine & electric vehicles.
- Experience of working in a manufacturer’s franchised dealership in both workshop & service desk environments.
- Experience of working in a cost approval & audit function either in a lease co. or other similar organisation.
- Qualifications including; GCSEs; English and Maths. Relevant Technical qualifications for motor vehicle SMR. Motor Mechanics NVQ 1, 2 & 3, City & Guilds or equivalent.
- Advanced mechanical training such as MasterTech (manufacturer specific)
- High level of competence in Excel.
- Team player with strong organisational skills.
- A proven ability to plan, problem solve and prioritise.
- Ability to work well under pressure.
Self-motivated, driven, strong attention to detail with a flexible approach.
**Job Types**: Full-time, Permanent
**Salary**: Up to £30,000.00 per year
**Benefits**:
- Canteen
- Cycle to work scheme
- Free parking
- Gym membership
- On-site parking
Schedule:
- Monday to Friday
Work Location: One location
