Service Controller

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Jdeme odvážně vpřed.
** Kde se práce nachází:
** Na pracovišti (5 dní)
** What's in it for you
** The Service Controller will be responsible for handling calls, planning engineer schedules, loading job scopes, managing engineer timekeeping, liaising with customers, coordinating technical support, providing pricing estimates/quotes, managing service KPIs, and organizing standby rosters. This role requires excellent organisational skills, strong communication abilities, and a proactive approach to problem-solving.
** What you will do
** 1. Call Handling:
* Answer and manage incoming service calls promptly and professionally.
* Log service requests and ensure accurate documentation of customer issues.
2. Engineer Planning:
* Schedule and allocate engineers for service tasks based on skill sets and availability.
* Optimise engineer routes and schedules to maximise efficiency and minimise downtime.
* Ensure engineer absence is managed.
3. Job Scope Loading:
* Load job scopes into the system, ensuring all necessary details are captured.
* Assign tasks to engineers and monitor progress to ensure timely completion.
4. Engineer Timekeeping:
* Monitor and manage engineer timekeeping to ensure accurate recording of work hours.
* Address any discrepancies and ensure compliance with company policies.
5. Customer Liaison and Updates:
* Act as the primary point of contact for customers regarding service updates and inquiries.
* Provide regular updates to customers on the status of their service requests.
6. Technical Support Coordination:
* Coordinate technical support for engineers and customers as needed.
* Ensure timely resolution of technical issues and escalate complex problems to the appropriate teams.
7. Pricing Estimates/Quotes:
* Prepare and provide pricing estimates and quotes for service tasks.
* Ensure accuracy and competitiveness of pricing to meet customer expectations.
* After estimate acceptance, complete further works (and all jobs) and process job to completion
8. Monitor Service KPIs:
* Monitor key performance indicators (KPIs) such as first-time fix rates.
* Implement strategies to improve service performance and achieve KPI targets.
9. Manage Standby Rosters:
* Organize and manage standby rosters for engineers to ensure 24/7 service coverage.
* Ensure standby schedules are fair and compliant with labour regulations.
** What you will bring
*** Proven experience in a service controller or similar role.
* Strong organisational and time management skills.
* Excellent communication and customer service abilities.
* Proficiency in using service management software and tools.
* Ability to work under pressure and handle multiple tasks simultaneously.
* Strong problem-solving skills and attention to detail.
* Knowledge of technical support and service operations is a plus.

Nabízíme konkurenceschopné finanční ohodnocení a komplexní benefity a programy. Jsme zaměstnavatel poskytující rovné příležitosti; všichni kvalifikovaní uchazeči budou posuzováni bez ohledu na rasu, barvu pleti, náboženství, pohlaví, sexuální orientaci, genderovou identitu, národnost, těhotenství, věk, rodinný stav, zdravotní postižení, status chráněného veterána nebo jakýkoli jiný právně chráněný status.

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