Overview
TieTalent Belfast, Northern Ireland, United Kingdom
Position: Workshop Controller
Company: Finning (UK) Ltd
Location: Belfast, Northern Ireland, United Kingdom
Posted: 1 day ago
As a Service Controller you will oversee a team of engineers and ensure an excellent customer experience by optimising the resources to meet the customer needs efficiently whilst maintaining the high standard of service delivery.
Job Description
* Understand & respond to customer requests, assess and prioritise their needs and identify the actions to take with agreed timescales. Allocate the most appropriate resources to address the customers’ needs.
* Plan all jobs to maximise engineer productivity. Manage and control job progress at every stage. Liaise fully to ensure the job is resolved to the mutual benefit of Finning & our external customer.
* Open & close work orders accurately and consistently to maximise billing accuracy and timeliness. Identify and address safety reworks and priority reworks alongside repairs.
* Keep all systems up-to-date with accurate job information. Load trial information to the Caterpillar OEMsi website. Load internal drives with trial data.
* Direct management of engineers (4–8), mentoring, addressing performance issues, and conducting regular 1-2-1s. Provide guidance to ensure high levels of customer satisfaction while maintaining service profitability.
* Ensure adherence to service processes and procedures to deliver consistently extraordinary customer service.
Specific Skills
* Customer service skills and ability to develop strong customer relations
* Planning and organising skills
* Attention to detail
* Influencing and negotiation skills
* Good interpersonal skills
* Good IT skills, specifically in Microsoft Office
* Works well as part of a team
Desirable Knowledge
* Advanced level of engineering aptitude
* Gas & Diesel Engine product knowledge
* Good knowledge of mobile and fixed equipment components and systems
* Good knowledge of existing applications and systems (DBSi Work order system, Finning Sales Tracker, SAP, FSAT, Vision Link, Masternaut, Cat SIS, 1-2-1 application, Product Support dealsheet)
* Warranty process
* Commissioning process
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 a similar industry environment desirable
Accountability
* Keep internal and external customers fully informed of job progress at all times, ensuring promises and commitments are kept.
* Accountable for the health and safety of engineers and support staff when performing tasks. Ensure the most cost effective and efficient solution is delivered, ensuring high level of customer satisfaction and ISO compliant operations on site.
* Maximise customer revenue for service.
* Control expenses for service including commissioning.
* Manage and control approximately 100 work orders with an average value around £300k per month.
* Ensure First Time Fix, promise date adherence, and response times.
* Inform Service Supervisor of work schedule and engineer issues and agree on solutions.
Working Pattern
Flexible working pattern between 7am – 6pm weekdays, with potential for Saturday if required. Direct responsibility for planning, organising and despatching.
Working Environment
Office based. Finning offers an attractive benefits package including 25 days holiday, company pension scheme, healthcare, company share scheme and various flexible benefits.
Equality and Inclusion
Finning is an equal opportunity employer. We prioritise creating a diverse and inclusive environment and do not discriminate based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, or mental/physical disabilities. We provide reasonable accommodations during the recruitment process as needed. Finning is a Forces-friendly employer and has signed the Armed Forces Covenant.
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