Company: Finning (UK)Ltd

NumberofOpenings: 1

WorkerType: Permanent

PositionOverview: As a Service Controller you willoversee a team of engineers and ensure an excellent customerexperience by optimising the resources to meet the customer needsefficiently whilst maintaining the high standard of servicedelivery

Finning is the world's largestCaterpillar dealership delivering unrivalled service for over 80years. We sell, rent, supply parts, service and repair equipmentand engines to customers in various industries, including mining,construction, petroleum, forestry, and a wide range of powersystems applications.

JobDescription:

Major JobFunctions

• Understand &respond to customer requests, assessing & prioritising theirneed and identifying the actions to take place with agreedtimescales. Allocate the most appropriate resources to address thecustomers' need.
• Plan all jobs to maximiseengineer productivity. Manage and control job progress at everystage. Liaise fully to ensure the job is resolved to the mutualbenefit of Finning & our externalcustomer.
• Open & close work ordersaccurately and consistently to maximise billing accuracy &timeliness. Identify & exploit opportunities to address safetyreworks, priority reworks at the same time as therepairs.
• Keep all systems up-to-date at allstages with accurate job information. Load trial information to theCaterpillar OEMsi web site. Load internal drives with trialdata.
• Direct management of engineers (4-8)mentoring, addressing performance issues and carrying out regular1-2-1. Provide guidance and mentoring to engineers to ensuredelivery of high levels of customers' satisfaction whilstmaintaining service profitability.
• Ensureadherence to service processes and procedures to ensure consistentextraordinary customer servicedelivery.

SpecificSkills

• Customer serviceskills and ability to develop strong customerrelations
• Planning and organisingskills
• Attention todetail
• Influencing and negotiationskills
• Good interpersonalskills
• Good IT skills, specifically inMicrosoft Office
• Works well as part of ateam

DesirableKnowledge

• Ideally, Advancedlevel of engineering aptitude
• Gas & DieselEngine product knowledge
• Good knowledge ofmobile and fixed equipment components andsystems
• Good knowledge of existingapplications and systems desirable (DBSi Work order system, FinningSales Tracker, SAP, FSAT, Vision Link, Masternaut, Cat SIS, 1-2-1application, Product Supportdealsheet)
• Warrantyprocess
• Commissioningprocess

Educationand Experience

• FoundationalEngineering understanding andqualification
• Minimum of 3 years' experience ina technical or mechanical engineeringrole
• Previous experience in a similar rolewithin similar industry environmentdesirable

Accountability

• Keepinternal and external customers fully informed of job progress atall times, ensuring promises and agreed commitments arekept.
• Accountable for the health and safety ofengineers and support staff when performing tasks. Ensure that themost cost effective and efficient solution is delivered ensuringhigh level of customer satisfaction to ensure safe and ISOcompliant operations on site.
• Maximise customerrevenue for service.
• Control expenses forservice including commissioning.
• Manage andcontrol approx. 100 work orders with an average value in the regionof £300k per month.
• Ensure First Time Fix,promise date adherence, response times.
• InformField Service Supervisor of work schedule and Engineer's issues,over attendance, tooling, quality of work, customer care issues,technical issues, parts delivery problems etc. and agree onsolutions.

Flexibleworking pattern between 7am - 6pm weekdays, with a potential forSaturday if required, Direct responsibility for planning,organising and despatchingapprox.

WorkingEnvironment

Officebased

At Finning we believethat our people are the heart and soul of our company andfundamental to our success. Our employees are rewarded with anattractive all-round benefits package including 25 days holiday,company pension scheme, healthcare, company share scheme andvarious flexible benefits.

Ifyou would like to work for a global organisation offering industryleading training and a competitive package, then apply onlinetoday!

At Finning, we prioritize creating adiverse and inclusive environment. We are proud to be an equalopportunity employer, and we actively encourage all individuals toexpress themselves and achieve their full potential. As a company,we continuously strive to enhance our outreach to individuals ofall backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national andethnic origin, religion, age, sexual orientation, marital andfamily status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonableaccommodations/adjustments to individuals with disabilities. Ifyou require an adjustment/accommodation at any point during the recruitment process, please inform yourrecruiter.