Company:
Finning (UK) Ltd
Number of Openings:
1
Worker Type:
Permanent
Position Overview:
As a Service Controller, 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 a high standard of service delivery
Finning are the largest Caterpillar dealership world-wide, specialising in Heavy Equipment, Machinery, and Power Generation. We have been 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:
Major Role Funtions
Understand the customer service need(s) and deliver the appropriate resources to execute the request expertly to deliver an experience for the customers that drives dedication by controlling the end to end repair process. Continuously maintain a clear, open and consistent communication with the customer throughout the service repair processes that delivers the lowest cost of ownership driving customer dedication and service growth. Dedicatedly keeps the customer informed throughout the process.
Planning and supply resources to ensure fulfilment of the customer’s 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 £3,000 identified when carrying out service work such as PM or repair work, or service inspection or when advised by Finsight advisor.
Direct management of engineers (4-8) 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.
Benefits
A competitive salary
25 days annual leave + bank holidays (+ option to purchase additional 5 days holiday)
Annual Bonus
Laptop and phone
Company Rewards Platform (access to retailer discounts i.e., savings on holidays, entertainment and leading high street/online retailers)
Up to 5% pension
Share Purchase Plan (provides an opportunity for Finning employees to buy Finning Shares)
healthcare benefits (medical, optical, hearing, dentistry)
You will benefit from enhanced maternity and paternity packages and new child payments to support new parents, family-friendly policies to support working parents, support from a team of 40+ Mental Health first aiders, employee wellbeing solutions, and length of service & recognition awards.
Specific Skills
A strong sense of care for our customers ensuring they receive the best experience from Finning
Team Leadership experiance
Good organizer
Good communicator
Champions for Safety Lives and promotes the Finning Values
Knowledge
Good knowledge of mobile and fixed equipment components and systems
Financially/commercially aware
Good knowledge of existing applications and systems is desirable (DBSi Work order system, SAP, FSAT, OEM systems, Masternaut, Cat SIS, 1-2-1 application, Product Support dealsheet)
Accountability
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…