Service Controller / Field Service Coordinator

Our client is a well-established and successful company.  They are looking for an organised and detail-oriented Service Controller to join their team. The Service Controller / Engineers Coordinator role will involve a variety of administration, customer service, and coordination tasks. 

PLEASE ONLY APPLY IF YOU MEET MOST OF THE FOLLOWING CRITERIA:
    
•    Previous experience in a similar role in the Automotive / Engineering / Transport industry (e.g. Field Service Coordinator / Transport Planner / Engineer Coordinator / Maintenance Coordinator).
•    A strong background in Customer Service and Administration, coordination or planning experience will be ideal.
•    Knowledge of Refuse / Waste Management industry would be desirable.
•    Good planning and organisational Skills.
•    Extensive experience with Microsoft Excel and Word.
•    Ability to problem solve in a logical and rational way.
•    Ability to maintain high output levels, whilst staying focused under pressure.
•    A good level of school Education.

Hours of Work: 40 hours a week, 7.30am to 4.00pm, Monday to Friday (Overtime may be required).

Salary up to £36,500 depending on experience.

Job Purpose:

•    To efficiently coordinate Field Service Engineer activities demonstrating meticulous attention to detail. 
•    To work closely with other Service Controllers and on and off-site administration staff communicating through to job completion.  
•    To be the first point of contact with external customers and suppliers, to coordinate and prioritise VOR’s (Vehicle Off Road) within the given area providing customer confidence to completion, escalating any major breakdowns or disruptions to the senior service controller. 
•    Demonstrate a technical understanding of key vehicle components and apply this understanding to efficiently schedule workload.
•    To be a part of a positive customer service culture with both Customers and internal staff.
•    Answer queries promptly and make sure information taken from calls is accurate and where necessary escalated for action. 
•    To ensure all documentation required for the function is in line with ISO standards and be able to become a key member of the Service Team.

Main Duties and Responsibilities: 

Call Handling:

•    First point of contact on call desk, including co-ordination of customer calls and escalating any disruption to the senior service controller
•    Communicate professionally and effectively at all levels both internal and external
•    Record breakdown and job details as required (enter immediately into central systems)
•    Pass details on to engineers by phone and email
•    Record engineers on-site and off-site times
•    To keep customers fully updated on engineer’s attendance e.g. ETA
•    Arrange third party repairs when necessary monitor and liaise with customer daily

Warranty & Chargeable Field Repairs:

•    Utilise day diary to log reported breakdowns
•    To prioritise field activities as necessary in line with KPI objectives
•    Issue job numbers to Field Service Engineers
•    Co- ordinate parts being sent to customers site 
•    Check via company records whether repair is covered under warranty
•    Obtain order number for non-warranty repairs
•    Arrange and co-ordinate vehicle recall campaigns
•    Be aware and manage engineers’ holidays and training requirements

Field Service Administration:

•    Collate engineer’s documentation within agreed timescales
•    Finalise parts used, and hours charged on jobs
•    Update engineers’ daily hours on database
•    Type up engineers reports on to system
•    Co-ordinate return visits as necessary
•    Close completed jobs and file accordingly
•    Update KPI details a jobs progress
•    Submit policy claims on customers behalf to warranty department and monitor
•    Control warranty documents for items to be returned to Head office

This role would suit someone with experience in a similar job role, such as: Transport Planner / Transport Co-ordintaor / Logistics Planner / Logistics Coordinator / Maintenance Planner / Maintenance Coordinator / Engineer Coordinator / Engineer Planning Manager / Service Coordinator / Field Service Co-ordinator / Installation Supervisor / Sales Coordinator / Sales Order Processor / Hire Coordinator / Service Advisor / Engineers Liaison Officer / HGV Technician / HGV Mechanic / Field Service Controller / Service Centre Controller / etc.