Service Administration Controller - Elland, United Kingdom - Terberg DTS

Terberg DTS

Verified Company

Elland, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

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About Terberg DTS

Originally founded as Distribution Tractor Services in 1998, Terberg DTS (UK) Ltd is a UK subsidiary of the Royal Terberg Group.

We are the market leading supplier of specialist vehicles, equipment and support to the UK logistics, distribution, port, industrial, aviation and fire and rescue.

Terberg DTS provides a comprehensive offering of new and used Terberg tractors, Aviation GSE and Fire and Rescue vehicle and equipment for both sale and hire.

Operating from premises at Halifax, Nottingham and Gloucester, with a network of highly skilled field and workshop based engineers and a substantial parts holding, allows Terberg DTS to support customers with nationwide breakdown cover 24 hours a day / 365 days a year.

This ensures maximum uptime and an outstanding first time fix rate.

Job title:
Service Administration Controller (Nights)

Department:
Service - Direct

Location:

Elland, UK

Purpose of the role

To complete the administration of completed work, assessing jobs in terms of overall job accuracy and allocating job costs to the relevant categories.

To raise both pro forma and final invoices. To take inbound calls from customers and deal with vehicle faults and breakdown / repair requests within the UK.

Liaise with internal Mobile Service Engineers / third party repairers or assign to the following day, ensuring the customer is kept updated at all times.

To provide effective customer service and build relationships with both internal and external customers. To action customer repair and breakdown requests in a timely and cost effective manner.

Responsibilities

Effectively liaise with customers regarding enquiries.
Work within a service team and to liaise effectively with all other departments.
Ensure all information is correctly obtained and entered accurately into inhouse software systems accurately with sufficient and suitable information.
Allocate appropriate Field Service Engineer response to meet customer requirements.
Proactively liaise with customers to updated on the reported job progress.
Ensure maximum utilisation of Field Service Engineering resource according to capacity and geographical location.
Carry out the assessment of jobs in terms of overall job accuracy.
Allocation of job costs to the relevant job category.
Engaging with customers to request purchase order numbers.
Liaise with Admin Supervisor regarding any issues that may arise.
Provide further assistance to other team members when requested.
Work with all departments, particularly with projects that are being explored or implemented.
Undertake any other duties consistent with the purpose of this job or to support the needs of the business.

KPI's to be monitored

Up to date and clear administration.
Up to date review of completed jobs.
Clear breakdown communication.
Effective time management and allocation of resources.
Effectively manage customer enquiries.
Ensure best practices are used when distributing field service engineer's jobs.

Standards of Performance

To maintain and develop current processes and procedures in the upkeep of the internal documentation.
To maintain a high standard of customer service at all times.
Develop own competence to meet requirements of job.
Undertake any other duties consistent with the purpose of this job.

Person Specification

Ability to troubleshoot and put forward new ideas to improve processes within the department.
Ability to prioritise own work and work within the department to assist others.
Ability to make decisions based on incomplete information which has been filtered through others.
Excellent communication skills.
Excellent administration skills.
Able to work under pressure.
Demonstrate commitment to personal professional development.
To demonstrate selfmotivation in achieving own and departmental objectives.
Willingness to learn from mistakes.
Willingness to learn other skills within the department.
Ability to demonstrate positive customer service skills.
Ability to develop interpersonal and communication skills.
Ability to model the Terberg values and behaviours.
Ability to adapt to organisational changes.