Company: Finning (UK) Ltd
Number of Openings: 1
Worker Type: Permanent
Position Overview:
Join us as a Service Controller and take the lead in delivering exceptional customer experiences! You will manage a dynamic team of engineers, ensuring that we meet customer needs efficiently while maintaining our high standards of service delivery.
At Finning, the largest Caterpillar dealership worldwide, we have been setting the standard in Heavy Equipment, Machinery, and Power Generation for over 90 years. Our commitment to excellence spans across various industries, including mining, construction, and forestry.
Job Description:
Major Job Functions:
* Understand customer service needs and expertly allocate resources to ensure a seamless experience, maintaining clear communication throughout the repair process.
* Plan and supply resources to fulfill customer service needs, leading the end-to-end repair process while prioritizing health and safety.
* Create service quotes up to £3,000 for various service work, ensuring accuracy and efficiency.
* Directly manage and mentor a team of 4-8 engineers, addressing performance issues and fostering a culture of high customer satisfaction.
* Utilize customer feedback and key service metrics to drive continuous improvements in both customer experience and business performance.
Benefits:
* A competitive salary
* 25 days annual leave + bank holidays (+ option to purchase an additional 5 days)
* Annual bonus
* Laptop and phone
* Access to a Company Rewards Platform for discounts on holidays, entertainment, and more
* Up to 7% pension contribution
* Share Purchase Plan for employees
* Comprehensive healthcare benefits (medical, optical, dental)
* Enhanced maternity and paternity packages, family-friendly policies, and support from a team of 40+ Mental Health First Aiders.
Specific Skills:
* A strong commitment to customer care and satisfaction
* Excellent organizational and communication skills
* Champion for safety and adherence to Finning values
* Financially and commercially aware
* Familiarity with mobile and fixed equipment components and systems
* Knowledge of existing applications and systems (e.g., DBSi Work Order System, SAP, Cat SIS) is desirable
Accountability:
* Ensure the health and safety of engineers and support staff during tasks.
* Accountable for cost allocation and expense recovery, striving for first-time fixes.
* Maintain open communication with customers throughout the service delivery process.
Education and Experience:
* Foundational engineering understanding and qualification
* Ideally, advanced engineering aptitude
* Minimum of 3 years’ experience in a technical or mechanical engineering role
* Previous experience in a similar role within the industry is desirable
Working Environment:
Office-based
At Finning, we believe our people are the heart and soul of our company. We offer an attractive benefits package and various flexible options to support your work-life balance.
If you’re ready to join a global organization that values training and competitive compensation, we encourage you to apply today!
We prioritize creating a diverse and inclusive environment and are proud to be an equal opportunity employer. We actively encourage individuals from all backgrounds to express themselves and reach their full potential. Finning is committed to providing reasonable accommodations for individuals with disabilities throughout the recruitment process.
As a forces-friendly employer, we pledge to treat those who serve or have served in the armed forces, and their families, fairly.