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Engineering After Sales Service Desk Controller job in Peterborough

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Job Ref:  204712741
Employer:  cv-library.co.uk
Industry:  Civil and Structural
Job Type:  Permanent
Country:  United Kingdom
County/State:  Cambridgeshire
City:  Peterborough
Post Code:  PE1
Salary:  £25000 - £26000/annum Negotiable DOE
22/10/2016 02:14
Cordant Recruitment are recruiting for an experienced Engineering After Sales Service Desk Controller (High Capital Goods / Specialist Machinery & Vehicles) to join our clients after sales customer service team in Peterborough.

Do you have Engineering / Technical knowledge within a similar product line ? if so please read on...........

Our client supplies, maintains and provides training on equipment dedicated to all-year-round surface clearing, including winter snow and ice clearance, sweeping and vegetation control.

They operate a nationwide service & maintenance operation

Providing effective solutions to keep roads, airports and motorways clear.

Their range includes sub-compact, compact and truck mounted sweepers, snowploughs, permanently mounted and demount-able spreaders, airport de-icing and snow removal equipment and all-terrain vehicles for grass mowing and hedge cutting.

This role would suit an individual with Engineering knowledge & who has worked in one of the following industry sectors; Plant Hire, Off Highway Machinery / Vehicles, Construction Machinery / Vehicles, Agricultural Machinery / Vehicles, Military Vehicles, Rail Clearance Machinery / Vehicles, Airport Machinery / Vehicles or similar product ranges.

Engineering After sales Service Desk Controller Job Specification:

Hours: 45 hours a week Monday - Friday. Covering the opening hours of 7.30 am to 5pm


* Answer incoming customer calls and emails to log maintenance requests or report breakdowns.
* Schedule service engineers to respond to customer calls, using knowledge of the length of time and complexity of jobs
* Be able to discuss minor technical queries or explain technical situations with customers in a user-friendly manner
* Prioritise and coordinate customer requests, maximising engineer utilisation
* Plan and ensure efficient delivery of contract, planned and rework service jobs.
* Where required assist the Parts department.
* Ensure that all calls have the primary focus of excellent customer service, but at the same time, achieve after sales targets
* Make outgoing calls to follow up on quotations and check that the customer is satisfied with the service given
* Deal with the paperwork necessary for tracking service calls and parts orders
* Ensure that a suitable understanding of SAP functions commensurate with the work required is achieved to ensure efficiency.
* Provide support to the Customer Service Supervisor.
* Ensure timely processing of internal paperwork, (T.I / A.S. Notes, VOR & WIP logs, Engineers Job sheets etc.)
* Managing all engineers stock queries
* Ensure engineers parts orders are correct
* Chase parts back orders for all outstanding jobs as required to ensure good customer service.
* Ensure all telephone calls are answered within the agreed time limit.
* Responsible for engineer's day to day work and utilisation and assist proactively with achieving a high level of first time fix.
* Demonstrate your commitment to our 3 values - Ownership, Professionalism and Respect
* Via the values of the project, ensure Continuous Improvement becomes ingrained as part of personal and Team culture in all daily processes and procedures.


* Engineering knowledge of plant or capital vehicles
* Experience of working hands on and/or a qualification in engineering
* At least 3 years' experience of working in a telephone scheduling role or workshop planning
* Excellent organisational and administration skills
* Good standard of education with level 2 in English and maths, preferably at least a level 3 qualification in a related subject
* Ability to deal with a busy call desk and respond to pressure situations quickly
* Good IT skills, with SAP knowledge an advantage
* Good personal image
* Excellent communication skills and telephone manner


* Professional attitude to work
* Hardworking
* Confident
* Excellent communication skills
* Accuracy and attention to detail
* Able to relate to all level of employees as well as deal with customers and Group colleagues
* Cope with pressure
* Flexible approach to work tasks and hours
* Common sense
* Positive attitude
* Confidentiality, trust, loyalty and commitment
* High Level of Motivation
* Hands-on, practical approach
* Organised and able to solve problems
* Work on own initiative and able to self-manage workload
* Team player

Interviews for this role are to take place over the next 2 weeks

PMP Recruitment Ltd is acting as an Employment Agency in relation to this vacancy
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