Service Controller

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Position Overview:

Job Description:

Major Job Functions

• 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 customers 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 3000 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 7% 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
• 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 desirable (DBSi Work order system Finning Sales Tracker SAP FSAT Vision Link Masternaut Cat SIS 1-2-1 application Product Support dealsheet)

Knowledge

• Good knowledge of mobile and fixed equipment components and systems
• Financially/commercially aware
• Good knowledge of existing applications and systems desirable (DBSi Work order system Finning Sales Tracker SAP FSAT Vision Link 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 high level of customer satisfaction.
• Fully accountable for correct allocation of cost and recovery of expense and working towards first time fix.
• Communicate to the customer throughout the entire service delivery process

Education and Experience

• Foundational Engineering understanding and qualification
• Ideally Advanced level of engineering aptitude
• Minimum of 3 years experience in a technical or mechanical engineering role
• Previous experience in a similar role within similar industry environment desirable

Working Environment

Office based

If you are interested in being part of an industry leading organisation offering a competitive package and opportunities for progression then apply online today

INDDIR

At Finning we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer and we actively encourage all individuals to express themselves and achieve their full potential. As a company we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity race national and ethnic origin religion age sexual orientation marital and family status and/or mental or physical disabilities. Furthermore Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process please inform your recruiter. Finning is a forces-friendly employer having signed the Armed Forces Covenant and pledges to treat those who serve or have served in the armed forces and their families fairly.