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Service controller job in Slough

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Job Ref:  68562032
Employer:  My Job Matcher
Country:  United Kingdom
City:  Slough
Post Code:  SL1
11/10/2016 16:30
My client is a leading independent provider of forklifts. They an exciting opportunity for a service controller to join their small servicing team. You will be supporting a team of 20 engineers. My client offers a competitive salary of 18- 22k per annum The Role To manage a team of Service Engineers and to ensure they carry out their duties to customers agreed expectations in an efficient and professional manner. All processes and procedures are carried out in line with Companies requirements. MAIN RESPONSIBILITIES AND DUTIES: Ensure Good communication is carried out with all relevant customers and staff at all times. Answer telephone calls and log Customer breakdowns on computer database. Manage customer requirements Ensure an engineer arrives on site Ensure the customer is kept informed at all stages i.e. expected arrival of engineer, update when the job should be completed, update follow up jobs etc. Ensure the job is completed within 12 working hours or a replacement truck may have to be provided if part of the contract. Ensure Allianz follow up B defects are completed within 1 month. Ensuring the system is accurate and kept up to date with arrivals and completions. Use engineer tracker system to utilise engineers and to help inform customers of arrival times etc. Prioritise, allocate and distribute engineers. With the use of engineers tablets, computer and tracker system ensure engineers start and finish on time as per their contract. Ensure overtime is authorised on the day it is being worked. Ensure lost and travel time is kept to a minimum. Ensure chargeable work is completed on time to ensure the job can be invoiced to meet planned/forecast targets. Ensure VOR calls take priority over non-VOR jobs. Communicate with Technical Manager if support required. Use Tracker to help allocate engineers and minimise travel. Liaise with Depot Manager / Field Operations Manager regarding engineer performance issues. Start & finish times. Attitude etc Filling in tablet correctly Work in progress Organise service schedules for Account Engineers and liaise with UK PM Manager to ensure PMs are completed on time. Organise follow up work schedules, paying special attention to work in progress. Liaise with parts department regarding back orders to ensure repairs are completed on time and within 12 working hours (repair or replace). Request replacement trucks from the hire department after receiving authorisation from Depot Managers to ensure that the machine is repaired or replaced within 12 working hours. Chase job when returned to workshop for repairs - you still have ownership of the job. Raise purchase orders for sub-contractors where relevant and ensure the order is received in Key when items are supplied. Organise engineer holiday schedules, ensuring all patches and skill levels remain covered. Work with Depot Managers to ensure holidays do not affect customer satisfaction and chargeable revenue etc. To support the administration team in the production and delivery of daily management reports. Other tasks as directed commensurate with the efficient running of the organisation within the skills and capabilities of the individual and as required from time to time. Provide cover for other staff within the department when required. Take ownership of Engineers sickness process Ensure doctor certificates are received/ processed in line with company procedures. Ensure self-certificates are received/processed in line with company procedures.
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