Field Service Controller

7 days ago

Glasgow, United Kingdom DTGEN - A brand of Dieselec Thistle Generators Full time

DTGEN - A brand of Dieselec Thistle Generators is seeking a Field Service Controller to join our team. The Field Service Controller will be responsible for the planning of all field service activities to a high level of customer service, ensuring all engineering resource is fully utilised.

**Daily Role & Responsibilities**:

- Management of Service Engineers.
- Act as the primary point of contact for Service engineering staff.
- Plan and schedule Engineers work to maximise utilisation.
- Allocating Engineers jobs to REA.
- Liaise with Customer to plan required site work.
- Liaise with SHEQ to supply RAMS, Training Records etc. as requiredto customers.
- Accept client phone calls, resolving client queries and escalating/delegating where required.
- Raising calls e.g. breakdowns, remedials etc. on receipt of client PO and keep enquiry spreadsheet up to date.
- Plan engineers on-call rota, ensuring that coverage is available 24/7/365.
- Usage of Company CRM System (Tesseract) and Customer portal systems.
- Monitor and control Service and Service Reports inbox, resolving client technical/administrative queries and escalating/delegating where required.
- Comply with the Company Health & Safety Policy.
- Comply with all aspects of the Company’s ISO standards: Quality management - ISO 9001:2015 / Environmental - ISO 14001: 2015 /Occupational health and safety management - ISO 45001:2018,proactively contributing to the company’s continuous improvement programme.

**Qualifications/Skills**
- Proven Field Service Planning experience.
- Strong phone contact handling skills and active listening.
- Familiar with Business systems and practices.
- Customer Service Experience and ability to adapt/respond to different types

of characters.
- Excellent communication and presentation skills.
- Ability to multitask, prioritise and manage time effectively.
- Friendly, assertive personality with positive and confident manner.
- Can work on own initiative and be a team player.

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

**Salary**: £25,000.00-£32,000.00 per year

**Benefits**:

- Cycle to work scheme
- Flexitime
- Free parking
- On-site parking

Schedule:

- Flexitime
- Monday to Friday

Ability to commute/relocate:

- Glasgow: reliably commute or plan to relocate before starting work (required)

**Experience**:

- customer service: 1 year (preferred)

Work Location: Hybrid remote in Glasgow

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