Service Controller

Summary of Job:

This is a role taking responsibility for service delivery to customers within the Depot Region, administration of the same, and to assist with various administration duties. In addition, to managing the Depot Service Team, in support of the Service Manager, making sure all customers and their requirements are dealt with correctly.

Position Requirements:

• Be first point of contact for customers, receiving and communicating information as required, ensuring high level of customer satisfaction.
• To manage and monitor performance of Engineers to ensure jobs are being progressed in an effective and efficient manner. Ensuring all objectives are being met.
• Provide 1st line support on decision making along with the service team in Norwich, including service response and commercial issues raised by engineers and customers.
• To monitor and progress all breakdown jobs and routine service requirements of each customer’s fleet. Progressing all jobs through to completion.
• To communicate with Engineers, monitoring their attendance and progress with jobs, in line with company policy.
• To communicate with agreed Sub-contractors to ensure they attend and progress jobs in line with company policy.
• To be responsible for entering all required fleet management, and job relevant information onto Protean.
• To be responsible for entering job requirements onto Protean and schedule Engineers on planner board.
• To ensure the timely and accurate upkeep of all information relating to service jobs, time sheets, parts information, and purchase orders.
• To assist as required processing the administration of spare part requirements.
• To administer engineer vehicle maintenance, monthly van checks, services & MOT’s as required
• To assist Service manager with ordering of van stock
• Requesting PO’s from customers for group where required.
• Accept / book in deliveries.
• To comply with company Health and Safety.
• Any other duties, as required by the business, in line with market and customer factors.

Accountability / Objectives

VOR jobs minimised, fully managed with notes on jobs.

Daily processing maintained –

(Further Work Required, Site attended, Awaiting Complete)

Thorough Examinations up to date – Nil overdue

Servicing jobs up to date