Company: Finning (UK) Ltd
Number of Openings: 1
Worker Type: Permanent
Position Overview:
Join us as a Service Controller and take the lead in ensuring an exceptional customer experience! You will manage a dynamic team of engineers, optimizing resources to meet customer needs efficiently while upholding our high standards of service delivery.
At Finning, we are proud to be the world's largest Caterpillar dealership, delivering unrivaled service for over 90 years. We cater to various industries, including mining, construction, petroleum, and forestry, providing equipment, parts, and repair services.
Job Description:
Major Job Functions:
* Understand and respond to customer requests, prioritizing their needs and determining the best actions within agreed timelines.
* Plan jobs to maximize engineer productivity, managing job progress at every stage to ensure mutual benefits for Finning and our customers.
* Accurately open and close work orders to enhance billing accuracy and timeliness, while identifying opportunities for safety reworks.
* Maintain up-to-date systems with accurate job information and load trial data to the Caterpillar OEMsi website.
* Directly manage a team of 4-8 engineers, mentoring them and addressing performance issues through regular one-on-ones.
* Ensure adherence to service processes for consistent, extraordinary customer service delivery.
Specific Skills:
* Strong customer service skills with the ability to build lasting relationships.
* Excellent planning and organizing abilities.
* Meticulous attention to detail.
* Influencing and negotiation skills.
* Good interpersonal and IT skills, particularly in Microsoft Office.
* A collaborative team player.
Desirable Knowledge:
* Advanced engineering aptitude.
* Knowledge of gas and diesel engine products.
* Familiarity with mobile and fixed equipment components and systems.
* Experience with existing applications and systems (e.g., DBSi Work Order System, SAP).
* Understanding of warranty and commissioning processes.
Education and Experience:
* Foundational engineering understanding and qualification.
* Minimum of 3 years’ experience in a technical or mechanical engineering role.
* Previous experience in a similar role within the industry is desirable.
Accountability:
* Keep customers informed of job progress, ensuring commitments are met.
* Ensure the health and safety of engineers and support staff during tasks.
* Maximize customer revenue for service while controlling expenses.
* Manage approximately 100 work orders with an average value of £300k per month.
* Ensure First Time Fix rates, promise date adherence, and response times.
* Communicate effectively with the Service Supervisor regarding scheduling and engineer issues.
Working Environment:
Office-based with a flexible working pattern between 7 am – 6 pm on weekdays, with potential Saturday work if required.
Why Join Us?
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
* Company pension scheme
* Healthcare benefits
* Company share scheme
* Various flexible benefits
If you’re looking to work for a global organization that offers industry-leading training and a competitive package, we encourage you to apply online today!
Diversity and Inclusion:
At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, actively encouraging individuals from all backgrounds to express themselves and reach their full potential. We do not discriminate based on gender identity, race, religion, age, sexual orientation, or disabilities. We are committed to providing reasonable accommodations during the recruitment process for individuals with disabilities.
Join us in making a difference!