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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.
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Job Responsibilities
- Understand customer service needs and deliver appropriate resources to execute requests, ensuring a positive customer experience and driving customer dedication by controlling the end-to-end repair process. Maintain clear, open, and consistent communication throughout the service repair process.
- Plan and supply resources to fulfill customer service needs using capacity and capability planning. Lead the end-to-end repair process from identifying customer needs to closing work orders and invoicing, ensuring adherence to service processes for consistent delivery. Prioritize health and safety of customers and staff.
- Create service quotes up to £3,000 for tasks such as preventative maintenance, repairs, inspections, or as advised by Finsight advisors.
- Manage engineers (4-8), providing mentoring, addressing performance issues, and conducting regular 1-2-1 meetings in line with dealership policies. Guide engineers to ensure high customer satisfaction and maintain service profitability.
- Use customer feedback and service metrics to improve customer experience and business performance, leveraging data for continuous improvement.
Benefits
- 25 days annual leave plus bank holidays, with an option to purchase 5 additional days
- Annual bonus
- Laptop and phone
- Company rewards platform offering discounts on holidays, entertainment, and retail
- Up to 7% pension contribution
- Share purchase plan
- Healthcare benefits (medical, optical, hearing, dentistry)
- Enhanced family-friendly policies, mental health support, wellbeing solutions, and recognition awards
Required Skills and Knowledge
- Customer care orientation ensuring excellent experience
- Strong organizational skills
- Champion for safety
- Alignment with Finning values
- Knowledge of mobile and fixed equipment components and systems
- Financial and commercial awareness
- Familiarity with applications such as DBSi Work Order, SAP, FSAT, Vision Link, Masternaut, Cat SIS, and others
Accountability
- Ensure health and safety of engineers and staff
- Accurately allocate costs and recover expenses, aiming for first-time fix
- Maintain communication with customers throughout service delivery
Education and Experience
- Foundational engineering qualification
- Advanced engineering aptitude preferred
- Minimum 3 years in a technical or mechanical engineering role
- Experience in similar industry roles desirable
Office-based role.
Finning offers a comprehensive benefits package and promotes diversity and inclusion. We are committed to equal opportunity and providing reasonable accommodations during recruitment. We support and honor those who serve in the armed forces.
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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.
