Regional Service Controller: Field Ops & Customer Care

Purpose of the role:

To own and manage all maintenance and repair activities within a geographical area. Provide first class customer service and build relationships with both internal and external customers. Action customer repair, maintenance and breakdown requests in a timely and cost effective manner. Monitor and organise all service inspection contracts. Work within Service Control and to liaise effectively with all other departments. Prioritise work effectively ensuring all documentation is accurate.

To ensure all information is correctly entered into in-house software systems accurately with sufficient and suitable information.

Reports to:
Service Control Supervisor

Direct Reports:
None

Location:
Elland - Halifax

Purpose of the role:

To own and manage all maintenance and repair activities within a geographical area. Provide first class customer service and build relationships with both internal and external customers. Action customer repair, maintenance and breakdown requests in a timely and cost effective manner. Monitor and organise all service inspection contracts. Work within Service Control and to liaise effectively with all other departments. Prioritise work effectively ensuring all documentation is accurate.

To ensure all information is correctly entered into in-house software systems accurately with sufficient and suitable information.

Responsibilities:

• To take customer calls and log repair notifications.
• To allocate appropriate Mobile Service Engineer response to meet customer requirements.
• Maintaining established and new contract plans. Ensuring that all scheduled maintenance contracts are managed in a timely and cost efficient manner.
• Liaise with Service Control Supervisors, Field Operations Managers and Customer Service Operations Manager regarding any issues that may arise.
• Keep customers updated on the reported job progress, utilising telephone as much as possible.
• Deal with day to day queries from both internal and external customers.
• Ensure all jobs are entered onto the appropriate in-house computer system.
• To ensure maximum utilisation of Mobile Service Engineering resource according to capacity and geographical location.
• To reschedule jobs and resources according to emerging customer needs and resource availability.
• Ensure all service records are received from the appropriate Mobile Service Engineer and are accurate.
• To ensure that all service vehicle parts sales are recorded accurately and promptly.
• Provide data and supporting evidence to internal and external customers regarding service work that has been completed and or is outstanding.
• To effectively liaise with customers regarding enquiries. To provide further assistance to other team members when requested.
• To work with all departments, particularly with projects that are being explored or implemented.
• Undertake any other duties consistent with the purpose of this job or to support the needs of the business.

• KPI’s to be monitored
• Up to date and clear administration.
• Safety defects outstanding.
• Overdue services.
• To keep WIP at a manageable level (target to be agreed by Service Control Supervisor).
• Administration of aged jobs and invoice queries.
• Effective time management and allocation of resources.
• Effective and efficient planning of Field Service Engineers (including 3rd party Engineers) working hours.
• Effectively manage customer enquiries.
• Monitoring engineers’ documentation.
• Ensure best practices are used when distributing field service engineer’s jobs.

• To maintain and develop current processes and procedures in the upkeep of the internal documentation.
• To maintain a high standard of customer service at all times.
• To actively play a part in the planning and coordinating of all service work that is due to be carried out.
• Develop own competence to meet requirements of job.

• 25 days holiday plus Bank Holidays: this is based on a 5 day working week (pro rata to 20 days plus Bank Holidays for a 4 day working week)
• Enhanced Pension Scheme and DIS Benefit: The company contributes 5% of total salary into our pension scheme, and 3x basic salary Death In Service.
• Employee Assistance…