Overview
Position: 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.
Company
Finning (Ireland) Ltd
Job Type
Permanent • Full-time
Key Responsibilities
* Understand 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 Qualifications
* Customer service skills with ability to develop strong customer relations
* Planning and organising skills
* Attention to detail
* Influencing and negotiation skills
* Strong interpersonal skills
* Good IT skills, especially Microsoft Office
* Teamwork and collaboration
Desirable Knowledge
* Advanced level of engineering aptitude
* Gas and diesel engine product knowledge
* Knowledge of mobile and fixed equipment components and systems
* Familiarity with systems such as DBSi Work Order, SAP, Vision Link, Cat SIS, and related applications
* Warranty and commissioning processes
Education and Experience
* Foundational engineering understanding and qualification
* Minimum of 3 years a0experience in a technical or mechanical engineering role
* Previous experience in a similar role desirable
Accountabilities
* Keep internal and external customers informed of job progress and meet commitments
* Ensure health and safety of engineers and support staff; deliver cost-effective, ISO-compliant operations
* Maximise customer revenue for service and manage service expenses including commissioning
* Manage and control approximately 100 work orders with an average value around €300k per month
* Ensure first-time fix, adhere to promise dates, and maintain response times
* Communicate with the Service Supervisor regarding schedules, issues, tooling, and quality, and agree on solutions
Working Arrangements
Flexible working pattern between 7am and 6pm on weekdays, with potential for Saturday work if required. Direct responsibility for planning, organising, and despatching.
Working Environment
Office-based
Equality and Inclusion
Finning 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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