Company: Finning (UK) Ltd
Number of Openings: 1
Worker Type: Permanent
Position Overview:
Join us as a Service Controller and lead a dynamic team of engineers dedicated to delivering exceptional customer experiences! Your role will be pivotal in optimizing resources to meet customer needs efficiently while upholding our high standards of service delivery.
At Finning, the world's largest Caterpillar dealership, we have been providing unrivaled service for over 90 years. We specialize in selling, renting, supplying parts, and servicing equipment across various industries, including mining, construction, petroleum, and forestry.
Job Description:
Major Job Functions:
* Understand and respond to customer requests, prioritizing their needs and identifying actionable steps within agreed timelines.
* Plan jobs to maximize engineer productivity, managing job progress at every stage to ensure mutual benefits for Finning and our customers.
* Open and close work orders accurately to enhance billing accuracy and timeliness, while identifying opportunities for safety and priority 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-one meetings.
* Ensure adherence to service processes and procedures 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 applications like DBSi Work Order System, Finning Sales Tracker, SAP, and others.
* Understanding of warranty and commissioning processes.
Education and Experience:
* Foundational engineering understanding and qualification.
* Minimum of 3 years 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 any issues.
Working Environment:
This position is office-based, with a flexible working pattern between 7 AM and 6 PM on weekdays, and 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, marital status, or disabilities. We are committed to providing reasonable accommodations for individuals with disabilities throughout the recruitment process.
Finning is also a forces-friendly employer, having signed the Armed Forces Covenant, pledging to treat those who serve or have served in the armed forces, and their families, fairly.