Service and Stock Controller

Reports to: Service Manager – Gloucester Operations

Overall purpose of the job:

• To supervise maintenance and repair activities for Civilian and Military contracts.
• To provide effective customer service and build relationships with both internal and external customers.
• To action customer repair's, maintenance and breakdown requests in a timely and cost effective manor.
• To monitor and organise all service and pre planned work.
• To work within a service team and to liaise effectively with all other departments.
• To prioritise work effectively ensuring all documentation is accurate.
• To ensure all information is correctly entered into in-house software systems accurately with sufficient and suitable information.
• To managed goods in and out of Gloucester stores.

Responsibilities

• To take customer calls and log repair notifications.
• To lease with service manager to allocate the appropriate Field Service Engineer to meet customer requirements.
• Maintaining established and new contract plans. Ensuring that all scheduled maintenance contracts are managed in a timely and cost efficient manner.
• Liaise with Service Manager regarding any issues that may arise.
• Keep customers updated on the reported job progress.
• Deal with day to day queries from both internal and external customers.
• Ensure all jobs are entered onto the appropriate in-house computer system.
• To ensure maximum utilisation of Field Service Engineering resource according to capacity and geographical location.
• To reschedule jobs and resources according to emerging customer needs and resource availability.
• Ensure all service records are received from the appropriate Field Service Engineer and are accurate.
• To ensure that all field service vehicle parts sales are recorded accurately and promptly.
• Provide data and supporting evidence to internal and external customers regarding service work that has been completed and or is outstanding.
• To effectively liaise with customers regarding enquiries.
• To provide further assistance to other team members when requested.
• To book engineers onto customers sites, ensuring all the correct paperwork has been completed.
• To book parts to jobs and allocate them to the engineers.
• To book stock into stores and ensure stock levels are correct.

Key Result Areas

• KPI's to be monitored.
• Up to date and clear administration.
• Safety defects outstanding.
• Overdue services.
• To keep WIP at a manageable level.
• Administration of aged jobs and invoice queries.
• Effective time management and allocation of resources.
• Effective and efficient planning of Field Service Engineers (including 3rd party Engineers) working hours.
• Effectively manage customer enquiries.
• Monitoring engineers documentation.
• Ensure best practices are used when distributing field service engineer's jobs.

Standards of Performance

• To maintain and develop current processes and procedures in the upkeep of the internal documentation.
• To maintain a high standard of customer service at all times.
• To actively play a part in the planning and coordinating of all service work that is due to be carried out.
• Develop own competence to meet requirements of job.
• Undertake any other duties consistent with the purpose of this job.

Person Specification:

• Ability to troubleshoot and put forward new ideas to improve processes within the department.
• Ability to prioritise own work and work within the department to assist others.
• Ability to make decisions based on incomplete information which has been filtered through others.
• Confidence to put forward views and contribute to the development of the department.
• Excellent communication skills.
• Excellent planning skills.
• Able to work under pressure.
• Demonstrate commitment to personal professional development.
• To demonstrate self-motivation in achieving own and departmental objectives.
• Willingness to learn from mistakes.
• Willingness to learn other skills within the department.
• Ability to demonstrate positive customer service skills.
• Ability to develop interpersonal and communication skills.
• Ability to model the Terberg values and behaviours.
• Ability to adapt to organisational changes.