Warranty​/Service Controller

Main role

• Process warranty job packs, check and report back any issues to supervisor/manager

• Process claims on line

• Discuss any shortfall with manufacturer to maximise recovery

• Meet with manufacturers as required to build relationship and maximise recovery

• Process parts as required under each manufacturers guidelines

• Look to return a profit on claims entered

• Manage re work programs effectively and efficiently

• Manage extended warranty quotes/claims and costs

• Provide monthly detailed reporting as required

• Provide breakdown by manufacturer and model to allow correct provisions to be made

• Enter warranty set up dates, handle PDI sheets and handover sheets (register to manufacturer)
Secondary role

• Assist with service desk as required during busy periods and holidays

• Be responsible for the efficient and effective deployment of Field Service Engineers.

• Ensure the delivery of the best practicable customer service relating to field service activities, taking calls from both internal and external customers. Keeping the customer informed at all times of job progress.

• Report any problems that could escalate to the Service Supervisor.

• Log all call details and note response times for in house Engineers and service providers.

• Communicate with engineers/sub contractors on job requirements and follow the job through from start to finish ensuring parts are supplied in advance (wherever possible) and work has been completed on time and within budget reporting any deviation to the supervisor as appropriate.

• Identify urgent/non urgent repairs to allow full utilisation of engineer’s time and respond to engineers requirements in an efficient and professional manner.

• Utilise engineers in a cost effective way, communicating with other controllers as and when required.

• Confirm job completion and process ready for invoicing/closing ensuring all relevant details relating to the job are enclosed i.e. Eng.'s reports, Sub con inv. Etc.

• Order and ensure efficient delivery of parts to engineers either on site or to home address as required.

• Maintain a daily diary of outstanding jobs to ensure job/customer follow up takes place