As a Service Controller at Palfinger UK, you'll play a crucial role in ensuring our customers receive swift, efficient, and professional engineering support.
If you have experience in service control or a similar engineering scheduling environment, this role offers a great opportunity to build on your skills within a growing company that values both personal and professional development.
It's a fast-paced environment where you'll manage incoming calls regarding crane breakdowns, coordinate repairs and maintenance to minimize customer vehicle downtime, and liaise with internal teams and external customers to keep all stakeholders updated on repair progress.
This is a key role. Our controllers optimize field-based engineering resources and manage workloads to keep our prestigious aftersales operation running smoothly.
Hours
Our Service Control team works a rotating 39-hour week shift system:
Week One
* 07:00 – 16:00 - Monday to Thursday
* 07:00 – 15:00 - Friday
Week Two
* 08:00 – 17:00 - Monday to Thursday
* 08:00 – 16:00 - Friday
Week Three
* 08:30 – 17:30 - Monday to Thursday
* 09:00 – 17:00 - Friday
Key Duties
1. Handling customer calls regarding crane incidents, determining the nature and location, and entering details into Palfinger UK systems.
2. Arranging for the appropriate engineer, workshop, or third-party repair agent to attend within required timescales.
3. Updating internal and external customers on repair progress.
4. Planning and scheduling workloads to optimize labor use and manage customer vehicle downtime effectively.
5. Providing out-of-hours phone support on a rota basis for emergency roadside breakdowns.
6. Supporting colleagues by sharing ideas and best practices to ensure high customer service levels and quick incident resolution.
The Ideal Applicant
* Experience in service control, coordination, scheduling, or a similar role, or a service engineer seeking administrative work.
* Excellent communication and customer service skills, with the ability to remain calm under pressure.
* Enjoy engaging with customers and engineers over the phone.
* Good judgment and decision-making skills.
* Well-organized and efficient, able to meet deadlines.
* IT literate, with working knowledge of MS Outlook, Word, and Excel.
Benefits
Palfinger UK is part of the T H White group, a family-run organization that values its employees. We offer a range of benefits, including:
* A competitive salary, reviewed annually based on capability and experience.
* Holiday entitlement starting at 23.5 days, increasing to 26.5 days with service.
* Company pension scheme with up to 8.5% employer contributions after a qualifying period.
* Option to join the 'salary sacrifice' smart pension scheme.
* Life assurance coverage up to 5 times salary with service.
* Share plan providing employees with a stake in the business.
* Career development opportunities across the organization.
* Staff discounts on various products.
* Comprehensive training and support to ensure success.
T H WHITE is an equal opportunities employer, committed to diversity and inclusion.
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