Service Controller

Company : Finning (UK) Ltd Number of Openings : Worker Type : Permanent Position Overview You will oversee a team of engineers and ensure an excellent customer experience by optimising the resources to meet the customer needs efficiently whilst maintaining the high standard of service delivery Finning is the worlds largest Caterpillar dealership delivering unrivalled service for 90 years. We sell rent supply parts service and repair equipment and engines to customers in various industries including mining construction petroleum forestry and a wide range of power systems applications. Job Description As a Finning Employee you will receive A competitive salary 25 days annual leave bank holidays (purchase additional 5 days holiday) Annual Bonus Laptop and phone The additional benefits attached to this. role include a generous reward scheme up to 7% pension life insurance access to the company a share scheme and healthcare benefits (medical optical hearing dentistry and physio) You will benefit from enhanced maternity and paternity packages family-friendly policies to support working parents enhanced flexible working options support from a team of 40 Mental Health first aiders employee wellbeing solutions the opportunity to support your charity of choice via Give As You Earn and length of service & recognition awards. Major Job Functions Understands the customer service need(s) and deliver the appropriate resources to execute the request delivering an experience for the customers that drives loyalty by controlling the end-to-end repair process. Continuously maintain a clear open and consistent communication with your customers utilising customer case management and work force enablement platform throughout the service repair processes delivering the lowest cost of ownership driving customer loyalty and service growth. Planning and supply resources to ensure fulfilment of the customers service needs utilising capacity and capability planning. Leading the end-to-end repair process from identifying the customer service need to accurately closing the work order and customer invoice. Ensuring adherence to service process and procedures to ensure consistent extraordinary customer service delivery. Takes the lead to ensure the health and safety of customers and service employees is the highest priority. Providing cover to ensure effective delivery of service to meet our customers needs and business needs. Creation of Service quotes up to 3000 identified when carrying out service work such as PM or repair work or service inspection or condition monitoring recommendations. Direct management of engineers (4-7) mentoring addressing performance issues and carrying regular 1-2-1 in line with the dealership policy. Provide guidance and mentoring to engineers to ensure delivery of high levels of customers satisfaction whilst maintaining service profitability. Uses customer feedback and key service metrics to continually improve the experience and deliver the desired business performance. Using data identified can use the information to drive continuous improvements in customer experience and performance. 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. Direct management of engineers (4-8) mentoring addressing performance issues and carrying out regular 1-2-1. Provide guidance and mentoring to engineers to ensure delivery of high levels of customers satisfaction whilst maintaining service profitability. Ensure adherence to service processes and procedures to ensure consistent extraordinary customer service delivery. 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 Desirable Knowledge Ideally Advanced level of engineering aptitude Gas & Diesel Engine product knowledge Good knowledge of mobile and fixed equipment components and systems Good knowledge of existing applications and systems desirable (DBSi Work order system Finning Sales Tracker SAP FSAT Vision Link Masternaut Cat SIS 1-2-1 application Product Support dealsheet) Warranty process Commissioning process 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 Accountability Keep internal and external customers fully informed of job progress at all times ensuring promises and agreed commitments are kept. Accountable for the health and safety of engineers and support staff when performing tasks. Ensure that the most cost effective and efficient solution is delivered ensuring high level of customer satisfaction 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. Ensure First Time Fix promise date adherence response times. Inform Service Supervisor of work schedule and Engineers 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. Working Environment Office based At Finning we believe that our people are the heart and soul of our company and fundamental to our success. Our employees are rewarded with an attractive all-round benefits package including 25 days holiday company pension scheme healthcare company share scheme and various flexible benefits. If you would like to work for a global organisation offering industry leading training and a competitive package then apply online today 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. Finning is a forces-friendly employer having signed the Armed Forces Covenant and pledges to treat those who serve or have served in the armed forces and their families fairly. Aviation Safety,Corporate Banking,Front Office,AC Maintenance,Cosmetics,Art Employment Type : Full-Time Experience : years Vacancy : 1 #J-18808-Ljbffr