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Working closely with the Operations Manager and Field Technicians on a daily basis, the Operations Controller will deal with incoming calls and ensure enquiries are dealt with promptly and efficiently. The successful candidate will be customer focused, have the ability to pro actively issue jobs to field engineers in line with customer's demand whilst managing expectations.
Technical knowledge within the automotive, aviation or agricultural sector would be advantageous.
Key responsibilities will include:
- Ensuring timely completion of breakdown requests
- Ensuring the customers are updated at all times
- Coordinating engineers ensuring time is used effectively
- Working closely with administration colleagues to maintain accurate customer data.
- Preparing customer quotations and obtaining purchase orders prior commencing work
- Ongoing Procurement of parts for work orders and Manufacturing
- Ensuring escalation of parts or technical requirements where required.
- Providing friendly and courteous customer service.
- Initiating and maintaining ongoing open communications with Vendors, Contact Centres.
- Working closely with internal departments to verify, escalate or correct information where necessary.
- Liaising with engineers and ensuring a smooth running of the operation.
- Managing open Work Order logs through Microsoft Business Central.
Knowledge and skills
- Customer service background is essential.
- Knowledge of ground service equipment from within aviation or similar industry preferred
- Engineering background advantageous
- Being a professional customer interface and often first point of contact.
- Must be able to multi-task and facilitate requirements using internal and external resources.
- Must be proficient using Microsoft Office and associated software. Microsoft Business Central experience would be preferred.
- Ability to work in a team environment with flexible and adaptable approach.
- Excellent oral and written communication skills.
