At a Glance
- Tasks: Lead a team of engineers to deliver exceptional customer service and optimise resources.
- Company: Join Finning, the largest Caterpillar dealership globally, with 90 years of service excellence.
- Benefits: Enjoy a competitive salary, 25 days annual leave, and opportunities for professional growth.
- Other info: Be part of a supportive team focused on safety and continuous improvement.
- Why this job: Make a real impact by enhancing customer experiences in a dynamic industry.
- Qualifications: Strong leadership skills and a passion for customer service are essential.
The predicted salary is between 30000 - 40000 £ per year.
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.
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 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
Service Controller in Cannock employer: Finning International Inc.
Finning (UK) Ltd is an exceptional employer, offering a dynamic work environment in Cannock where you can thrive as a Service Controller. With a strong focus on employee growth and development, we provide comprehensive training and mentoring opportunities to help you excel in your role while ensuring a supportive culture that prioritises teamwork and customer satisfaction. Enjoy competitive benefits, including 25 days of annual leave, as you contribute to our legacy of delivering outstanding service in the heavy equipment industry.
Contact Details:
Finning International Inc. Recruitment Team
