May 04, 2022

Service Controller

£30,000 yearly
  • CVLibrary
  • Peterborough, Cambridgeshire

Job Description

Recra are working in partnership with a well known British manufacturer of equipment for construction, agriculture, waste handling, and demolition. We are looking for a Service Controller to join their team on a full time, permanent basis. Main Responsibilities of the Role: Ensure all correct work practices, procedures and safety precautions are followed at all times to ensure a world-class service to the customer is provided. This demanding customer facing role will see you assess job priorities and assign them accordingly to the Field Service Engineer team. You will need to make sure that work is carried out on schedule and liaise closely with the Depot Manager and the Sales Department to give feedback on service planning and overall performance. Occasional liaising with and/or instruction to workshop service employees will be expected. You will need to have a clear understanding of all issues like safety and company rules so that proper procedures are followed at all times for the efficient, effective and profitable running of the field service operation. Additional responsibilities of this role include such activities as recognising the training needs of your team, developing your staff, mentoring, and providing career coaching; motivating your staff, individually and as a group; understanding and supporting diversity; and establishing an effective and efficient team. Duties: * Build strong and positive relationships with customer (and on occasion face to face) * Build and document knowledge about the customer business on an as and when basis, feedback any important customer information to the Company * Present a professional image and portray a polite and courteous manner at all times * Meet and exceed customer expectations whilst maintaining profitability. * Answer all in-coming calls efficiently (answer with confidence in yourself, in your colleagues and in your Company and take ownership of those calls) * Liaison with parts department to order parts required for workshop tasks, liaison with parts department to order VOR parts required for workshop tasks * Liaison with service supervisor on efficient use of service engineers , responsible for ensuring service engineers are efficiently and effectively used to keep machine down-time in the depot to a minimum * Responsible for the efficient and accurate raising of service job cards and sublet numbers * Responsible for ensuring the customer is kept fully updated regarding machine repair work and/or additional work requirements * Ensure all machines are PDI’d and repaired to a high standard and are checked for any faults prior to being dispatched to the customer * Ensure monthly machine stock checks are carried out in accordance with guidelines * Responsible for the efficient and accurate raising of warranty claims in conjunction with warranty team * Responsible for ensuring all paperwork is efficiently and accurately completed and forwarded to the appropriate department , provide telephone assistance to both workshop and field diagnostics and repairs * Responsible for the efficient and accurate invoicing of internal accounts * Responsible for ensuring work-in progress is kept to a one month minimum * General Administration, filing, scanning, faxes, emails and various other * Strictly adhere to company credit control procedures and ensure all staff operate systems, which maximise customer satisfaction * Appropriate reporting to Management * Carry out all work practices in line with company health and safety policy and adhere to all company policies in accordance with the Company handbook terms and conditions of employment. * Contribute to overall success through teamwork and good communication within the company * Provide excellent customer service and any other duties as deemed necessary to fulfil the role Essential: · To communicate efficiently and express your ideas clearly and confidently at all levels verbally, in print and via the telephone * Teamwork, ability to work confidently within a group and on own initiative * Time Management, ability to manage time effectively, prioritising tasks and working to deadlines * Drive and determination to get things done, make things happen and continually looking for better ways of doing things. * Analysing and investigating, ability to gather information systematically to establish facts and principles for problem solving. * Commercial Awareness, ability to understand the commercial realities affecting the organisation * Flexibility, ability to adapt successfully to changing situations and environments * Initiative and Self-Motivation, ability to act on initiative, identify opportunities and be proactive in putting forward ideas & solutions Personal Attributes: · Capable of delivering results under pressure and to strict deadlines · Quality focused · Honest, reliable, trustworthy, good time keeper · Ability to be professional, cheerful, co-operative at all times · Ability to be motivated and customer focused · Clean driving licence and good driving record (if applicable) · Full driving, Fork Lift Truck driving licence (training will be provided) Benefits: · Attractive rates of pay · Pension scheme · 22 days paid holiday + bank holidays + 1 day for every 5 years completed service · Contributory medical insurance scheme · Death in service company life assurance · Merchandise purchases at cost · Sickness scheme · Childcare voucher scheme · O2 Employee benefits · Private medical health · Occupational health · Learning and development programmes · Career progression Working relationships with: (Positions supervised/managed) Company Board Of Directors Service Department – Field and Workshop Service Engineers Parts Department Sales Department Finance / Accounts Department Customers Depot Managers HR Manager If you would like more information about the above please contact Samantha Perkins

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