Job Function:
The Senior Controller’s role is to ensure effective and efficient day to day planning and scheduling of engineer’s routes and workloads on various reactive and planned service contracts. Driving the team to ensure KPI’s and targets are met.
The role will be varied and will involve communicating with our customers, engineers, service desk/ internal teams, suppliers and subcontractors whilst acting as a point of contact between all parties.
Principle Accountabilities:
1. Representing the company in a professional and competent manner at all times and develop strong working relationships with colleagues and clients.
2. Control and plan the daily workloads of designated engineering teams throughout the UK & N.I.
3. Schedule all works (new and historical) effectively and efficiently whilst working to pre-determined attendance and fix SLA/KPI targets on a bespoke CAFM platform
4. Manage outstanding parts in conjunction with the admin support teams ensuring equipment down time is kept to a minimum whilst identifying and escalating any issues surrounding the availability and reliability of components
5. Analyse weekly reports to drive outstanding work order numbers down to meet SLA & KPI targets
6. Remotely monitor refrigeration equipment and diagnosis faults or false alarms. This will lead to the triage of alarms to aid the scheduling process and reduction in work order volumes for engineers in the field
7. Provide technical support to refrigeration engineers & service desk administrators. This will also include liaison with client bureaus to address and resolve issues.
8. General administrative duties will include answering internal and external calls, monitoring group mailboxes and performing tasks that are necessary for the smooth operation of the department
9. Setting targets for the planners, driving down the overall performance of the team to ensure we are meeting targets.
10. Attending meetings with the client and higher management to provide updates on the progress of the workload.
An ability to work under pressure and meet the high expectations of our customers is an essential part of this job as is the flexibility on occasion to work additional hours.
Candidates will ideally have previous refrigeration experience/knowledge and possess a qualification in either a mathematical or technical discipline (although this is not essential).
Our ideal candidate would be someone with previous experience in a similar role who has the ability to effectively communicate and engage with colleagues and clients at all levels. .
You should be able to work in a systematic and methodical manner and be able to prioritise your workload appropriately. The job can be demanding at times and will test your resilience, therefore the ability to manage multiple tasks in an often fast-paced environment is crucial.
The job operates on a shift pattern – 40 hours per week, 8 hours per day (between 7am – 8pm), working 5 days over 7.