Customer Service Controller - Leeds, United Kingdom - Finning (UK) Ltd

Finning (UK) Ltd
Finning (UK) Ltd
Verified Company
Leeds, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Company:
Finning (UK) Ltd


Number of Openings:
1


Worker Type:
Permanent


Position Overview:
Due to continued growth within Finning, the UK and Irelands largest Cat dealership specialising in Caterpillar Equipment and Machinery, we have a vacancy for a Customer Service Controller to join our team


As Customer Service Controller you will deliver excellent customer experience by optimising the resources to meet the customer needs efficiently whilst maintaining the desired service business performance.


Job Description:

Major Job Functions


Understands the customer service need(s) and delivers the appropriate resources to execute the request expertly to deliver an experience for the customers that drives dedication by controlling the end to end repair process.

Continuously maintain a clear, open and consistent communication with the customer throughout the service repair processes that delivers the lowest cost of ownership driving customer dedication and service growth.

Dedicatedly keeps the customer informed throughout the process.

Planning and supply resources to ensure fulfilment of the customer's service needs utilising capacity and capability planning.

Leading the end to end repair process from identifying the customer service need to accurately closing the work order and customer invoice.

Ensuring adherence to service process and procedures to ensure consistent extraordinary customer service delivery. Takes the lead to ensure the health and safety of customers and service employees is the highest priority. Providing cover to ensure effective delivery of service to meet our customers' needs and business needs.


Creation of Service quotes up to £3,000 identified when carrying out service work such as PM or repair work, or service inspection or when advised by Finsight advisor.

Direct management of engineers (4-7) mentoring, addressing performance issues and carrying regular 1-2-1 in line with the dealership policy. Provide guidance and mentoring to engineers to ensure delivery of high levels of customers' satisfaction whilst maintaining service profitability.

Uses customer feedback and key service metrics to continually improve the experience and deliver the desired business performance. Using data identified, can use the information to drive continuous improvements in customer experience and performance.

Specific Skills

A strong sense of care for our customers ensuring they receive the best experience from Finning

Good organizer

Good communicator

Champions for Safety

Lives and promotes the Finning Values

Knowledge

Good knowledge of mobile and fixed equipment components and systems

Financially/commercially aware

Accountability

Accountable for the health and safety of engineers and support staff when performing tasks. Ensure that the most cost effective and efficient solution is delivered ensuring high level of customer satisfaction. Fully accountable for correct allocation of cost and recovery of expense and working towards first time fix. Communicate to the customer throughout the entire service delivery process. Customer satisfaction (measured via transactional service survey)=66%-70%. Safety (LTIs/200,000). Service Engagement 66% or higher. Service EBIT=20% by 2018. Service Expense (SGA) to budget. SWIP Management zero work orders over 21 days/average time last about to invoice 7 days. Engineer utilisation = 72% Blended. PIP Completion (Safety & Priority) = 95%. Standard job utilisation = 35%. Ensure First Time Fix, promise date adherence, response times.

Education and Experience

Foundational Engineering understanding and qualification

Ideally, Advanced level of engineering aptitude

Minimum of 3 years' experience in a technical or mechanical engineering role

Previous experience in a similar role within similar industry environment desirable

Working Environment

Office based

IND2
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