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- Tasks: Lead a team of engineers to deliver top-notch customer service and manage job progress.
- Company: Finning is the world's largest Caterpillar dealership, providing exceptional service for 90 years.
- Benefits: Enjoy 25 days holiday, a pension scheme, healthcare, and flexible working options.
- Why this job: Join a global leader with industry-leading training and a commitment to diversity and inclusion.
- Qualifications: Requires foundational engineering knowledge and at least 3 years in a technical role.
- Other info: Flexible hours between 7am-6pm, with potential Saturday work.
The predicted salary is between 30000 - 42000 £ per year.
Finning Lisburn, Northern Ireland, United Kingdom
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Finning Lisburn, Northern Ireland, United Kingdom
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Position 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
Company:
Finning (UK) Ltd
Number of Openings:
1
Worker Type:
Permanent
Position 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
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.
Job Description:
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.
Flexible working pattern between 7am – 6pm weekdays, with a potential for Saturday if required, Direct responsibility for planning, organising and despatching approx.
Working Environment
Office based
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.
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Management and Manufacturing
-
Industries
Machinery Manufacturing
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Workshop Controller employer: Finning
Contact Detail:
Finning Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Workshop Controller
✨Tip Number 1
Familiarise yourself with Finning's core values and customer service philosophy. Understanding their commitment to customer satisfaction will help you align your responses during interviews, showcasing how you can contribute to their mission.
✨Tip Number 2
Network with current or former employees of Finning on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations for the Workshop Controller role.
✨Tip Number 3
Brush up on your technical knowledge related to gas and diesel engines, as well as mobile and fixed equipment systems. Being able to discuss these topics confidently will demonstrate your expertise and readiness for the role.
✨Tip Number 4
Prepare specific examples from your past experience that highlight your ability to manage teams and optimise resources. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively during interviews.
We think you need these skills to ace Workshop Controller
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Workshop Controller position. Highlight key responsibilities and required skills that align with your experience.
Tailor Your CV: Customise your CV to reflect the specific skills and experiences mentioned in the job description. Emphasise your customer service skills, engineering background, and any relevant management experience.
Craft a Compelling Cover Letter: Write a cover letter that not only introduces yourself but also explains why you are a great fit for the Workshop Controller role. Use specific examples from your past work to demonstrate your ability to manage teams and optimise resources.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for the role.
How to prepare for a job interview at Finning
✨Showcase Your Customer Service Skills
As a Workshop Controller, you'll need to demonstrate strong customer service skills. Prepare examples of how you've successfully managed customer requests and resolved issues in the past. Highlight your ability to build relationships and ensure customer satisfaction.
✨Demonstrate Planning and Organising Abilities
The role requires effective planning and organisation. Be ready to discuss how you prioritise tasks and allocate resources efficiently. You might want to share specific instances where your planning led to improved productivity or successful project outcomes.
✨Familiarise Yourself with Relevant Systems
Knowledge of systems like DBSi Work order system, SAP, and others mentioned in the job description is crucial. Brush up on these tools and be prepared to discuss your experience with similar software. This will show that you're ready to hit the ground running.
✨Prepare for Technical Questions
Given the technical nature of the role, expect questions related to engineering principles and equipment knowledge. Review key concepts related to gas and diesel engines, as well as mobile and fixed equipment components. Being well-prepared will help you stand out as a knowledgeable candidate.
