Service & Stock Controller

**About Terberg DTS**

Will you become part of our global family?

Originally founded as Distribution Tractor Services in 1998, Terberg DTS (UK) Ltd is a UK subsidiary of the Royal Terberg Group. We are the market leading supplier of specialist vehicles, equipment and support to the UK logistics, distribution, port, industrial, aviation and fire and rescue.

Terberg DTS provides a comprehensive offering of new and used Terberg tractors, Aviation GSE and Fire and Rescue vehicle and equipment for both sale and hire. Operating from premises at Halifax, Nottingham and Gloucester, with a network of highly skilled field and workshop based engineers and a substantial parts holding, allows Terberg DTS to support customers with nationwide breakdown cover 24 hours a day / 365 days a year. This ensures maximum uptime and an outstanding first time fix rate.

**Job title**: Service and Stock Controller

Department: Fire Division

**Reports to**: Operations Manager - Fire Division

**Location**: Gloucester, UK

**Purpose of the role**

To provide effective customer service and build relationships with both internal and external customers and to maintain vehicle records using the in house systems/spreadsheets. Being responsible for the Fire Division administrative processes inclusive of customer invoicing, payment queries, raising purchase orders, booking accommodation, supporting with employee expenses.

**Responsibilities**
- To take customer calls and log repair notifications
- To lease with Supervisor/ Ops 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 Supervisor/ Ops 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
- Proactively ensure that customer accounts are managed in line with agreed contracts
- Obtain purchase order numbers in a timely manner
- Invoice contractual revenue in line with department objectives
- Liaise with Accounts to proactively manage invoice queries
- Complete credit requests
- Prepare and maintain vehicle administration accurately and proactively ensure that customer accounts are managed in line with set processes, procedures and agreed contracts including
- Co-ordinate service VOR swaps in line with company procedures
- Accurately recording vehicle faults and maintaining the spreadsheets
- Ensuring defects are passed to the relevant maintenance organisation in a timely manner
- Ensuring all in-house systems such as LIST are updated
- Scrutinising vehicle defect reports to ensure such defects are covered under the appropriate contract
- Scrutinising all repair options to ensure value for money is achieved.
- Provide effective communication to other departments when necessary
- To work within the team and to liaise effectively with all other departments
- To prioritise work effectively ensuring all documentation is recorded accurately
- To maintain accurate, clear and concise records on customer management systems
- To provide effective customer service and build relationships with both internal and external customers
- Liaise with management team to proactively escalate any concerns/risks
- Ensure all service records are received from the appropriate Field Service Engineer and are accurate
- Provide data and supporting evidence to internal and external customers regarding service work that has been completed and or is outstanding
- Be responsible for managing your own time efficiently
- To work with all departments, particularly with projects that are being explored or implemented
- To work with all departments, particularly with projects that are being explored or implemented
- Undertake any other duties consistent with the purpose of this job or to support the needs of the business.

**Key Result Areas**
- KP