Company: Finning (UK) Ltd
Number of Openings: 1
Worker Type: Permanent
Position Overview:
Join us as a Service Controller and take the lead in overseeing a dynamic team of engineers! Your mission? To ensure an exceptional customer experience by optimizing resources to meet customer needs efficiently while upholding our high standards of service delivery.
At Rollo, part of the Finning Group, we pride ourselves on our rich heritage in the construction plant and power generation industries. With access to world-class facilities and cutting-edge technology, you’ll be part of a premium service provider that truly values excellence.
Job Description:
Benefits:
* A competitive salary
* 25 days annual leave + bank holidays (with the option to purchase an additional 5 days)
* Annual Bonus
* Company laptop and phone
* Generous reward scheme, up to 7% pension, life insurance, and healthcare benefits (medical, optical, hearing, dentistry, and physio)
* Enhanced maternity and paternity packages, family-friendly policies, and flexible working options
* Support from a team of 40+ Mental Health First Aiders and employee wellbeing solutions
* Opportunities to support your charity of choice via Give As You Earn
* Length of service and recognition awards
Major Job Functions:
* Understand and respond to customer requests, prioritizing their needs and identifying actions with agreed timelines.
* Issue completed trial packs and manage acceptance or trial failure communications with boat builders.
* Plan jobs to maximize engineer productivity and manage job progress at every stage.
* Open and close work orders accurately to ensure billing accuracy and timeliness.
* Keep all systems updated with accurate job information and load trial data to relevant platforms.
* Directly manage a team of 4-8 engineers, providing mentorship and addressing performance issues.
Specific Skills:
* Exceptional customer service skills and the ability to build strong relationships
* Strong planning and organizational skills
* Meticulous attention to detail
* Influencing and negotiation skills
* Excellent interpersonal skills
* Proficient in Microsoft Office
* A collaborative team player
Knowledge:
* Gas & Diesel Engine product knowledge
* Understanding of engine/fuel control systems
* Familiarity with DBSi system
* Parts identification through SIS/manuals
* Parts ordering through SAP
* Knowledge of warranty and commissioning processes
Accountability:
* Keep customers informed of job progress, ensuring commitments are met.
* Maintain awareness of health, safety, and environmental requirements for safe operations.
* Maximize customer revenue for service while controlling expenses.
* Manage approximately 100 work orders with an average value of £300k per month.
* Communicate effectively with the Field Service Supervisor regarding scheduling and engineer issues.
Education and Experience:
* Apprentice-trained engineer with 5 years of experience
* Experience in customer contact and major repair work planning
* Problem diagnostic experience for both customers and engineers
* Commissioning experience in the pleasure boat industry
* Experience in a similar role within a related industry
Working Environment:
Office-based with a flexible working pattern between 7 AM and 6 PM on weekdays, with potential Saturday work as needed. You will be responsible for planning, organizing, and dispatching approximately 25 regional field engineers.
At Finning, we believe our people are the heart and soul of our company. We offer an attractive benefits package, including 25 days of holiday, a company pension scheme, healthcare, and various flexible benefits.
If you’re ready to join a global organization that offers industry-leading training and a competitive package, we encourage you to apply online today!
At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer and actively encourage individuals from all backgrounds to express themselves and achieve their full potential. We do not discriminate based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, or mental and physical disabilities. We are committed to providing reasonable accommodations for individuals with disabilities throughout the recruitment process. Finning is also a forces-friendly employer, having signed the Armed Forces Covenant, pledging to treat those who serve or have served in the armed forces, and their families fairly.