OverviewPosition: Service Controller (Finning, Ireland). You will oversee a team of engineers and ensure an excellent customer experience by optimising resources to meet customer needs efficiently while maintaining high service delivery standards.CompanyFinning (Ireland) LtdJob TypePermanent • Full-timeKey ResponsibilitiesUnderstand and respond to customer requests, prioritise their needs, and identify actions with agreed timescales. Allocate the most appropriate resources to address the customer e2 e9s need.Plan all jobs to maximise engineer productivity. Manage and control job progress at every stage. Liaise to ensure the job is resolved to the mutual benefit of Finning and the customer.Open and close work orders accurately to maximise billing accuracy and timeliness. Identify opportunities to address safety reworks and priority reworks during repairs.Keep all systems up-to-date with accurate job information. Load trial information to OEMsi and internal drives with trial data.Direct management of engineers (4–8), mentoring and addressing performance issues. Provide guidance to ensure high levels of customer satisfaction while maintaining service profitability.Ensure adherence to service processes and procedures to deliver consistent, exceptional customer service.Required Skills and QualificationsCustomer service skills with ability to develop strong customer relationsPlanning and organising skillsAttention to detailInfluencing and negotiation skillsStrong interpersonal skillsGood IT skills, especially Microsoft OfficeTeamwork and collaborationDesirable KnowledgeAdvanced level of engineering aptitudeGas and diesel engine product knowledgeKnowledge of mobile and fixed equipment components and systemsFamiliarity with systems such as DBSi Work Order, SAP, Vision Link, Cat SIS, and related applicationsWarranty and commissioning processesEducation and ExperienceFoundational engineering understanding and qualificationMinimum of 3 years a0experience in a technical or mechanical engineering rolePrevious experience in a similar role desirableAccountabilitiesKeep internal and external customers informed of job progress and meet commitmentsEnsure health and safety of engineers and support staff; deliver cost-effective, ISO-compliant operationsMaximise customer revenue for service and manage service expenses including commissioningManage and control approximately 100 work orders with an average value around €300k per monthEnsure first-time fix, adhere to promise dates, and maintain response timesCommunicate with the Service Supervisor regarding schedules, issues, tooling, and quality, and agree on solutionsWorking ArrangementsFlexible working pattern between 7am and 6pm on weekdays, with potential for Saturday work if required. Direct responsibility for planning, organising, and despatching.Working EnvironmentOffice-basedEquality and InclusionFinning is an equal opportunity employer. We are committed to creating a diverse and inclusive environment and do not discriminate based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, or mental/physical disabilities. Reasonable accommodations are available on request during the recruitment process.
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