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- Tasks: Lead the repair process, ensuring customer satisfaction and effective communication.
- Company: Join Finning, a leader in equipment solutions with a commitment to diversity and inclusion.
- Benefits: Enjoy 25 days leave, annual bonuses, healthcare, and discounts on various services.
- Why this job: Make a real impact by enhancing customer experiences and driving service excellence.
- Qualifications: Requires engineering knowledge and 3 years in a technical role; customer care skills are essential.
- Other info: Office-based role with a focus on health and safety and support for armed forces veterans.
The predicted salary is between 36000 - 60000 £ per year.
Company:Finning (UK) LtdNumber of Openings:1Worker Type:PermanentPosition 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 the high standard of service delivery
Rollo has a long, established and successful heritage in the construction plant and power generation industries. As a part of the Finning Group, Rollo has access to the skills and expertise of one of the premium service providers in the plant and power generation industry, benefiting from world-class facilities and the latest industry technologyJob Description:
Benefits
- A competitive salary
- 25 days annual leave + bank holidays (purchase additional 5 days holiday)
- Annual Bonus
- Laptop and phone
- The additional benefits attached to this role include a generous reward scheme, up to 7% pension, life insurance, access to the company a share scheme, and healthcare benefits (medical, optical, hearing, dentistry, and physio)
- You will benefit from enhanced maternity and paternity packages, family-friendly policies to support working parents, enhanced flexible working options, support from a team of 40+ Mental Health first aiders, employee wellbeing solutions, the opportunity to support your charity of choice via Give As You Earn, and length of service & recognition awards.
Major Job Functions
- Understand & respond to customer requests, assessing & prioritising their need and identifying the actions to take place with agreed timescales. Allocate the most appropriate resources to address the customers need.
- Issue completed trial pack to the boat builder. Issue acceptance or trial failure letter to the boat builder.
- Plan all jobs to maximise engineer productivity. Manage and control job progress at every stage. Liaise fully to ensure the job is resolved to the mutual benefit of Finning & our external customer. Contact within Finning to receive Trial Request from Cannock and allocate engineers accordingly.
- Open & close work orders accurately and consistently to maximise billing accuracy & timeliness. Identify & exploit opportunities to address safety reworks, priority reworks & PM servicing at the same time as the repairs.
- Keep all systems up-to-date at all stages with accurate job information. Load trial information to the Caterpillar OEMsi web site. Load internal drives with trial data.
- Direct management of engineers (4-8) mentoring, addressing performance issues and carrying out regular 1-2-1. Provide guidance and mentoring to engineers to ensure delivery of high levels of customers satisfaction whilst maintaining service profitability.
Specific Skills
- Customer service skills and ability to develop strong customer relations
- Planning and organising skills
- Attention to detail
- Influencing and negotiation skills
- Good interpersonal skills
- Good IT skills, specifically in Microsoft Office
- Works well as part of a team
Knowledge
- Gas & Diesel Engine product knowledge
- Understanding engine/fuel control systems
- DBSi system skills
- Parts identification through SIS/manuals
- Parts ordering through SAP
- Warranty process
- Commissioning process
Accountability
- Keep internal and external customers fully informed of job progress at all times, ensuring promises and agreed commitments are kept.
- Awareness of health, safety & environmental requirements to ensure safe and ISO compliant operations on site.
- Maximise customer revenue for service.
- Control expenses for service including commissioning.
- Manage and control approx. 100 work orders with an average value in the region of £300k per month.
- Inform Field Service Supervisor of work schedule and Engineers issues, over attendance, tooling, quality of work, customer care issues, technical issues, parts delivery problems etc. and agree on solutions.
Education and Experience
- Apprentice-trained engineer with 5 years experience
- Customer contact experience
- Planned and organised major repair work
- Problem diagnostic experience in terms of both customer and engineer
- Commissioning of Products into the pleasure boat industry
- Experience in a similar role within a similar industry
Working Environment
Office based
Flexible working pattern between 7am 6pm weekdays, with a potential for Saturday if required, Direct responsibility for planning, organising and despatching approx. 25 regional field engineers.
At Finning we believe that our people are the heart and soul of our company and fundamental to our success. Our employees are rewarded with an attractive all-round benefits package including 25 days holiday, company pension scheme, healthcare, company share scheme and various flexible benefits.
If you would like to work for a global organisation offering industry leading training and a competitive package, then apply online today!
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.
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Service controller employer: Finning
Contact Detail:
Finning Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service controller
✨Tip Number 1
Familiarise yourself with the specific tools and applications mentioned in the job description, such as DBSi Work Order and SAP. Having a solid understanding of these systems will not only boost your confidence but also demonstrate your readiness to hit the ground running.
✨Tip Number 2
Showcase your customer service skills by preparing examples of how you've successfully managed customer needs in previous roles. Be ready to discuss how you maintained communication and ensured satisfaction throughout the service process.
✨Tip Number 3
Highlight any experience you have in leading teams or mentoring others, as this role involves managing engineers. Prepare to discuss your leadership style and how you’ve addressed performance issues in the past.
✨Tip Number 4
Research Finning's values and align your responses during discussions to reflect these principles. Showing that you understand and embody their culture can set you apart from other candidates.
We think you need these skills to ace Service controller
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Service Controller position. Understand the key responsibilities and required skills, such as customer care orientation and strong organisational skills.
Tailor Your CV: Customise your CV to highlight relevant experience in technical or mechanical engineering roles. Emphasise any previous work that aligns with the responsibilities of managing engineers and ensuring customer satisfaction.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and how your skills align with the company's values. Mention specific examples of how you've successfully managed customer service needs and improved processes in past positions.
Highlight Relevant Skills: In your application, be sure to mention your familiarity with applications like SAP and your financial awareness. These are crucial for the role and will demonstrate your readiness to take on the responsibilities outlined in the job description.
How to prepare for a job interview at Finning
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Service Controller. Familiarise yourself with the end-to-end repair process and how to manage customer service needs effectively.
✨Showcase Your Communication Skills
Since clear communication is key in this role, prepare examples of how you've maintained open lines of communication in previous positions. Highlight your ability to keep customers informed throughout the service delivery process.
✨Demonstrate Organisational Skills
Be ready to discuss how you plan and supply resources to meet customer needs. Share specific instances where your organisational skills led to successful outcomes in managing teams or projects.
✨Highlight Safety Awareness
As a champion for safety, be prepared to talk about your approach to ensuring health and safety for both customers and staff. Discuss any relevant experiences that showcase your commitment to maintaining a safe working environment.
