Position Overview
As a Workshop Supervisor you will oversee a team of engineers and ensure an excellent customer experience by optimising resources to meet customer needs efficiently whilst maintaining the high standard of service delivery.
Company
Finning (Ireland) Ltd
Number of Openings
1
Worker Type
Permanent
Job Description
Finning is the world's largest Caterpillar dealership delivering unrivalled service for 90 years. We sell, rent, supply parts, service and repair equipment and engines to customers in various industries, including mining, construction, petroleum, forestry, and a wide range of power systems applications.
Benefits
A competitive salary
25 days annual leave + bank holidays (purchase additional 5 days holiday)
Annual Bonus
Laptop and phone
Generous reward scheme, up to 5% pension, life insurance, company share scheme, and healthcare benefits (medical, optical, hearing, dentistry, and physio)
Enhanced maternity and paternity packages, family-friendly policies, flexible working options, mental health support, wellbeing solutions, opportunity to support charity via "Give As You Earn", and recognition awards.
Major Job Functions
Understand and respond to customer requests, assess and prioritise their needs, identify actions and agree timescales.
Plan all jobs to maximise engineer productivity and control progress at every stage, liaising fully to ensure mutual benefit for Finning and the customer.
Open and close work orders accurately and consistently to maximise billing accuracy and timeliness, identifying opportunities to address safety and priority reworks.
Keep all systems up-to-date at all stages with accurate job information; load trial information to the Caterpillar OEM web site and internal drives.
Manage and mentor engineers (4-8) through 1-2-1, providing guidance to achieve high customer satisfaction and service profitability.
Ensure adherence to service processes and procedures to deliver consistent, extraordinary customer service.
Specific Skills
Customer service skills and ability to develop strong customer relations
Planning and organising skills
Attention to detail
Influencing and negotiation skills
Good interpersonal skills
Good IT skills, specifically in Microsoft Office
Works well as part of a team
Desirable Knowledge
Advanced level of engineering aptitude
Gas and diesel engine product knowledge
Knowledge of mobile and fixed equipment components and systems
Knowledge of existing applications and systems (DBSi Work order system, Finning Sales Tracker, SAP, FSAT, Vision Link, Masternaut, Cat SIS, 1-2-1 application, Product Support dealsheet)
Warranty process
Commissioning process
Education and Experience
Foundational engineering understanding and qualification
Minimum of 3 years’ experience in a technical or mechanical engineering role
Previous experience in a similar role within a similar industry environment desirable
Accountability
Keep internal and external customers fully informed of job progress at all times, ensuring promises and agreed commitments are kept.
Accountable for the health and safety of engineers and support staff when performing tasks, delivering cost-effective solutions and ensuring customer satisfaction.
Maximise customer revenue for service.
Control expenses for service, including commissioning.
Manage and control approx. 100 work orders with an average value of €300k per month.
Ensure first-time fix, promise date adherence, and response times.
Inform Service Supervisor of work schedule and engineer issues, over-attendance, tooling, quality of work, customer care issues, technical issues, parts delivery problems, and agree on solutions.
Working Environment
Office based. Flexible working pattern between 7am-6pm weekdays, with potential for Saturday if required. Direct responsibility for planning, organising and dispatching approx.
Equal Opportunity Statement
Finning is an equal opportunity employer and we actively encourage all individuals to express themselves and achieve their full potential. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status or any disability. Finning is committed to providing reasonable accommodations to individuals with disabilities.
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