Technical Service Controller in Leeds

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.

Finning is the world's largest Caterpillar dealership 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.

Employee Benefits

• A competitive salary
• 25 days annual leave + bank holidays (plus option to purchase additional 5 days holiday)
• Annual Bonus
• Laptop and phone
• Company Rewards Platform (access to retailer discounts, savings on holidays, entertainment and high street/online retailers)
• Up to 7% pension
• Share Purchase Plan (provides an opportunity for Finning employees to buy Finning Shares)
• Health care benefits (medical, optical, hearing, dentistry)
• Enhanced maternity and paternity packages and new child payments to support new parents
• Family-friendly policies, support from a team of 40+ mental health first aiders, employee wellbeing solutions, 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.
• 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.
• Open & close work orders accurately and consistently to maximise billing accuracy & timeliness.
• Identify & exploit opportunities to address safety reworks, priority reworks 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.
• Ensure adherence to service processes and procedures to ensure consistent extraordinary customer service delivery.

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

Desirable Knowledge

• Ideally, Advanced level of engineering aptitude
• Gas & Diesel Engine product knowledge
• Good knowledge of mobile and fixed equipment components and systems
• 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)
• Warranty process
• Commissioning process

Education And Experience

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

Accountability

• Keep internal and external customers fully informed of job progress at all times, ensuring promises and agreed commitments are kept.
• 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 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.
• Ensure First Time Fix, promise date adherence, response times.
• Inform 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 on solutions.

Working Environment

• Office based
• Flexible Working Pattern Between 7am – 6pm weekdays, with a potential for Saturday if required.

Equal Opportunity Employer

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.

EEO Statement

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. Finning does 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. 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.