Workshop Controller – (Diesel/Gas Construction Machinery)
Responsibilities
* Understand & respond to customer requests, assessing & prioritizing their need and identifying the actions to take place with agreed timescales.
* Allocate the most appropriate resources to address the customers' need.
* Plan all jobs to maximize engineer productivity.
* Manage and control job progress at every stage.
* Liaise fully to ensure the job is resolved to the mutual benefit of our client and the external customer.
* Open & close work orders accurately and consistently to maximize billing accuracy & timeliness. Identify & exploit opportunities to address safety reworks, priority reworks at the same time as the repairs.
* Keep all systems up to date at all stages with accurate job information.
* Load trial information to our client's OEMs web site
* Load internal drives with trial data.
* Direct management of engineers (4-8) mentoring, addressing performance issues and carrying out regular 1-2-1.
* Provide guidance and mentoring to engineers to ensure delivery of high levels of customers' satisfaction whilst maintaining service profitability.
* Ensure adherence to service processes and procedures to ensure consistent extraordinary customer service delivery.
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 similar industry environment desirable
* Customer service skills and ability to develop strong customer relations,
* Planning and organizing 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,
* Ideally, 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 desirable (DBSi Work order system, Sales Tracker, SAP, FSAT, Vision Link, Masternaut, Cat SIS, 1-2-1 application, Product Support deal sheet)
* Warranty process
* Commissioning process