Service Supervisor

Ongoing manufacturer and in-house training. Supportive and progressive working environment.

Company Information: Watling JCB Limited is a privately owned and owner managed profit‑making organisation and one of the most progressive JCB Dealerships in the World for the Sales and Customer Support of Construction, Industrial and Waste & Recycling equipment. As a result of a promotion, we are looking for a high calibre, forward-thinking, energetic person with a “can-do” attitude. We want people who thrive in a diverse and challenging work environment, who are receptive to change and who wholeheartedly embrace the opportunity to take responsibility for themselves and the company’s ongoing success. In such a dynamic and committed workforce, flexibility is essential, and many of our workforce, in accordance with role requirements, operate with a huge degree of commitment and energy to ensure our long‑term strategy to remain the JCB Dealer of choice.

Main Purpose of the Role: Managing what the Engineer does on a daily basis, taking the call from the customer, booking the job in, allocating the job to the Engineer, ensuring the Engineer has the job and parts to complete the job, ensuring the Engineer turns up on time, managing holiday requests, point of contact for the Engineer to report sickness. This is usually done by a Service Controller at our larger depots. The Service Supervisor manages this due to the number of Engineers. In addition to this, the Service Supervisor is responsible to see the process through to final invoice. To ensure the hours are correct and justifiable, ensure the write up is a true reflection of the work done, make sure the order number has been obtained with the customer, process the invoice and respond to invoice queries. This demanding customer facing role will see you assess job priorities and assign them accordingly to the Field Service Engineer team. You will need to make sure that work is carried out on schedule and liaise closely with the Depot Manager and the Sales Department. Occasional liaising with and/or instruction to workshop service employees will be expected. You will need to have a clear understanding of all issues like safety and company rules so that proper procedures are followed at all times for the efficient, effective and profitable running of the field service operation.

Additional responsibilities of this role include such activities as recognising the training needs of your team, giving feedback to the Depot Manager on performance, training needs, grade reviews, establishing an effective and efficient team.

Department: Service Department

Responsible to: Depot Manager

Duties/Responsibilities:

• Meet and exceed customer expectations whilst maintaining profitability
• Efficient use of Service Engineers
• Deputise for the Depot Manager when away
• Feedback any important customer information to the Company
• Answer all in-coming calls efficiently, present a professional image and portray a polite and courteous manner at all times
• Responsible for ensuring the customer is kept fully updated regarding machine repair work and/or additional work requirements
• Ensure all machines are PDI’d and repaired to a high standard prior to being dispatched to the customer
• Liaison with Watling Parts department to order parts required
• Responsible for the efficient and accurate raising of service job cards
• Responsible for ensuring work-in progress is kept to a minimum
• Ensure monthly machine stock checks are carried out in accordance with JCB guidelines by the Engineers
• Responsible for ensuring all paperwork is efficiently and accurately completed and forwarded to the appropriate department
• Close liaison with the warranty team on claims to JCB
• Responsible for the effective liaison with JCB using the JDS Tech Webb system
• Manage internal accounts process and strictly adhere to company credit control procedures
• Appropriate reporting to Management
• General administration, filing, scanning, faxes, emails
• Any other duties as deemed necessary to fulfil the role

Experience:

• Proven record of working within a customer sales/service environment (ideally the Aftermarket environment)
• Good mechanical knowledge of JCB products, desirable
• Ability to work well on own initiative and as part of a team
• Be able to multitask and handle several customers’ demands at any given time
• Be able to manage time and the time of others effectively
• Have knowledge and experience in using Microsoft Office Software, ADP Computer System and PDA systems
• Proof of right to work in the UK
• Available to work 2 Saturdays per month as overtime.

At Watling JCB, we understand that your professional journey is not just about the tasks you perform, but the growth and development you experience along the way. With our continuous learning initiatives, we strive to empower our employees to reach their full potential.