Customer Service Team Leader

4 weeks ago

Ashford, Kent, United Kingdom Finning International Full time
Company:
Finning International

Number of Openings:
1

Worker Type:
Permanent

Position Overview:
As a Service Controller, you will manage a team of technicians and ensure a superior customer experience by effectively allocating resources to meet client demands while upholding a high standard of service delivery.

About Finning:
Finning is the largest Caterpillar dealership globally, specializing in heavy machinery, equipment, and power generation. With 90 years of exceptional service, we provide sales, rentals, parts supply, servicing, and repairs to various industries, including mining, construction, and forestry.

Job Responsibilities:
  • Identify customer service requirements and allocate the necessary resources to fulfill requests efficiently, ensuring a seamless repair process. Maintain transparent communication with clients throughout the service journey to foster loyalty and service growth.
  • Plan and manage resources to meet customer service demands, leading the repair process from initial identification of needs to the closure of work orders and invoicing. Ensure compliance with service protocols to guarantee outstanding customer service delivery.
  • Prepare service quotes for repairs and inspections as needed, ensuring accuracy and timeliness.
  • Directly supervise a team of engineers (4-8), providing mentorship, addressing performance challenges, and conducting regular one-on-one meetings in accordance with dealership policies.
  • Utilize customer feedback and key performance indicators to enhance service delivery and achieve business objectives.

Benefits:
  • Competitive salary
  • 25 days of annual leave plus bank holidays (with an option to purchase an additional 5 days)
  • Annual bonus
  • Company laptop and phone
  • Enhanced maternity and paternity packages, family-friendly policies, and support from mental health first aiders
  • Generous reward scheme, pension contributions, life insurance, and healthcare benefits

Required Skills:
  • Strong commitment to customer satisfaction
  • Excellent organizational and communication skills
  • Safety-oriented mindset
  • Knowledge of construction and agricultural machinery, diesel engines, and diagnostics
  • Financial and commercial awareness

Knowledge Requirements:
  • Familiarity with mobile and fixed equipment components and systems
  • Proficiency in relevant applications and systems (e.g., DBSi Work Order System, SAP)

Accountability:
  • Responsible for the health and safety of engineers and support staff during operations
  • Accountable for accurate cost allocation and expense recovery
  • Maintain communication with customers throughout the service delivery process

Education and Experience:
  • Foundational engineering qualifications
  • Minimum of 3 years in a technical or mechanical engineering role, preferably in construction or agricultural machinery
  • Previous experience in a similar position is advantageous

Working Environment:
Office-based

This role presents an excellent opportunity for an apprentice-trained plant fitter with technical expertise in machinery servicing to advance into a management position, offering significant potential for career development within Finning.

At Finning, we are dedicated to fostering a diverse and inclusive workplace. We are proud to be an equal opportunity employer and encourage individuals from all backgrounds to reach their full potential.

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