Downtime Controller
Chippenham (Hybrid after probation)
£28,000
Key Responsibilities – Downtime Controller
* Responsibility for Vehicle off road (VOR) follow up progression and updates.
* Responsibility for Progress follow up progression and updates.
* Manage in flight repair jobs within the masterserve and dealership networks.
* Take opportunities to reduce the time a vehicle or asset is ‘off road’ through appropriate challenge to vendor and considering alternate options
* Review and pursue alternative repair methods such as alternative parts supply
* Identify trends and escalated network performance concerns to Vendor Management
* Liaise with manufacturers on repairs where technical assistance is needed.
* Raise and manage manufacturer cases for back-order parts.
* Raise and manage manufacturer loss of use claims / replacement vehicle requests
* Proactively chase customers when awaiting authority.
* Arrange vehicle movements where the repair network does not have capability or capacity to resolve repair.
* Process rental off hires when a VOR event closes.
* Follow up events after a no fixable roadside event.
* Take incoming calls relating to VOR from customers, suppliers and manufacturers.
* Hold customer VOR calls where applicable.
* Communicate VOR updates to stakeholders and the business.
* Escalate concerns to technical colleagues / team leader where appropriate.
* Perform all other duties and special projects as assigned.
Qualifications & Experience – Downtime Controller
* General knowledge of vehicles and equipment, knowledge of vehicle/engine repair, diagnostic processes and garage operating procedures advantageous
* Vehicle Manufacturer Training – parts, repairs or service.
* Experience working within a similar role.
* Experience working within a pressurised environment, with the ability to remain calm, empathetic and professional in difficult situations.
* Experience in the motor industry, knowledge of vehicle/engine repairs is desirable, but not essential.
Benefits – Downtime Controller
* Death in Service – 4 x salary
* Company Bonus
* 25 days annual holiday entitlement + Birthday + Bank Holidays
* Health Insurance
* On-site Parking
* Employee Assistance Programme
* Discounted gym memberships
* Access to flu vaccinationsMental Health First Aiders / Mental Health Employee Champions
* Free eye examinations
* Salary Exchange - Holiday purchase scheme (up to 3 days)
* Salary Exchange - Car Scheme
* Private Health cover for employees >10 years’ service
* Health Cash Plan (Medicash)
* Employee Referral Scheme (£1,000 on successful recruitment)
* Permanent Health Insurance
* Company sick pay
* Free Breakdown cover (eligible employees – service related)
* Pension matched up to 5%.
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