Service Controller

1 week ago

Dunfermline, United Kingdom Farid Hillend Engineering Ltd Full time

We are Farid Hillend Engineering, one of Europe’s leading manufacturers providing high-quality, custom-built Recycling Collection Vehicles. We are a well-established Company, operating for over 50 years and are looking for a Service Controller to join our business at a very exciting time of growth and investment.

This presents an excellent opportunity for an individual who has experience managing a service desk within a Capital Equipment environment i.e. refuse collection trucks, forklift, agricultural. construction equipment.

The primary function of this role is the co-ordination of our Field Service Engineers to optimise our Service delivery to our Customer’s Refuse Collection Vehicles in accordance with agreed Company response targets. In addition, this role will be accountable for ensuring our Field Service Engineers are routed and planned efficiently and revenue is maximised. This role is also responsible for processing of our invoicing, warranty, and our Service Contract Fees to meet our Service P&L KPIS.

What the day to day will look like?
- Co-ordinate Field Service Engineers and others to optimise service response - ensuring Field Service Engineers and others are routed and planned efficiently and revenue is maximised. - Ensure all levels of Company compliance, Service response and satisfaction levels, Labour efficiencies measured against pre-defined targets, Control of Field Service Engineers overtime in line with budget, Customer feedback, Timekeeping & Attendance.
- To effectively communicate the status of planned and unplanned work in the field and to our customers.
- Develop professional and friendly relationships with Customers via telephone support.
- Co-ordination of Third-Party Repairers (For example Pirtek, Mercedes).
- Co-ordination of all Maintenance Contracts (Including PHS).
- Pursue opportunities to increase chargeable work and provision of quotations.
- Invoicing of all Chargeable repairs, warranty, and Service Contract Fees to meet our P&L KPI’s.
- To follow up any outstanding debt and share this with our Finance team.
- Procurement of Customers purchase orders.
- Assist with quarterly van stock checks.
- Any other duties as and when required.

What knowledge and experience should you have?
- Knowledge of Microsoft Office computer software packages.
- Knowledge of the legal, regulatory, and ethical requirements of the industry, ensuring compliance within own area of responsibility.
- Experience coordinating Field Service Engineers within a Capital Equipment environment i.e. refuse collection trucks, forklift, agricultural. construction equipment.
- Experience coordinating a large workshop.
- Experience using service management real time computer systems.
- Experience working in a fast-paced and high-volume administration environment.
- Knowledge of VOSA requirements would be advantageous.
- Knowledge of an ERP system would be advantageous.
- Working knowledge of mechanical, hydraulics, pneumatic and electrical equipment would be advantageous.

What we can offer you?
- Excellent holiday entitlement of 33 days to ensure you can take well deserved time off.
- Free on-site parking.
- Be recognised for your hard work with our discretionary annual performance related bonus scheme.
- Company sick pay.
- Company benefits site giving you instant discounts on the UKs favourite retailors for some retail therapy
- Long service awards.
- Refer a friend scheme, giving you the chance to obtain up to £200 worth of vouchers
- Pension Scheme.
- Death in Service benefit worth 4x your annual salary.
- Income protection.

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

**Salary**: From £32,960.00 per year

**Benefits**:

- Bereavement leave
- Casual dress
- Company pension
- Employee discount
- Life insurance
- On-site parking
- Referral programme
- Sick pay

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

Work Location: In person

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