Customer Service Controller - Cannock Wood - Finning

Description

About The Company

Finning (UK) Ltd is a leading provider of equipment and services across various industries, dedicated to delivering innovative solutions to meet the evolving needs of its customers.

As part of the global Finning group, the company has established a strong reputation for excellence, reliability, and customer-centric service.

Finning (UK) Ltd specializes in the distribution and support of Caterpillar machinery and power systems, offering comprehensive solutions that include sales, rental, and after-sales services.

With a focus on safety, sustainability, and operational efficiency, Finning (UK) Ltd is committed to empowering its clients through cutting-edge technology and expert support.

About The Role

As a Service Controller at Finning (UK) Ltd, you will play a pivotal role in overseeing the service engineering team to ensure the delivery of exceptional customer service.

Your primary responsibility will be to optimize resource allocation, manage job progress, and maintain high standards of safety and quality.

You will serve as a key liaison between customers, engineers, and internal departments, ensuring that service requests are handled efficiently and effectively.

This role requires strong leadership, organizational skills, and a customer-focused mindset to drive operational excellence and foster a positive work environment.

Qualifications

Proven experience in service management, engineering, or a related field
Strong knowledge of diesel generator products and engine/fuel control systems
Excellent IT skills, including proficiency in Excel, Teams, and Outlook
Understanding of parts identification, warranty processes, and commissioning procedures
Experience with M3/INFOR systems (training provided)
Customer service skills with the ability to develop strong client relations
Leadership and people management capabilities
Health & safety awareness and commitment to safe practices
Effective planning, organizational, and negotiation skills
Ability to work collaboratively within a team environment

Responsibilities

Lead and support the service engineering team by understanding customer requests, assessing needs, and prioritizing actions with defined timescales
Ensure fleet availability by adhering to processes related to inspections, repairs, servicing, and maintenance, while maintaining accurate data records
Plan and allocate resources effectively to maximize engineer productivity and asset utilization
Monitor and control job progress at each stage, ensuring quality and safety standards are met
Drive contamination control practices through audits and operational best practices
Coordinate with internal and external stakeholders to resolve service issues efficiently, ensuring customer satisfaction
Accurately open and close work orders to optimize billing and operational tracking
Identify opportunities to address safety reworks, priority reworks, and maintenance concurrently with repairs, updating all systems accordingly
Ensure timely uploading of data and documentation into internal drives
Promote employee engagement initiatives aligned with business targets, utilizing feedback and surveys
Implement procedural and safety standards to safeguard site security, personnel, and equipment
Lead safety practices through Toolbox Talks, Safe on Sites initiatives, and incident reporting
Maintain clear communication with the team regarding schedules, technical issues, parts delivery, and customer care
Manage expenses and control costs for rental projects and branch operations
Support continuous improvement by implementing procedural changes and best practices within the team

Benefits

Competitive salary package
25 days of annual leave plus bank holidays, with options to purchase additional days
Annual bonus scheme
Company-provided laptop and mobile phone
Comprehensive healthcare benefits including medical, optical, hearing, dentistry, and physiotherapy
Life insurance and access to a company share scheme
Enhanced maternity and paternity packages
Flexible working arrangements and family-friendly policies
Support from a team of Mental Health First Aiders and employee wellbeing programs
Participation in charitable giving through Give As You Earn
Recognition and length of service awards

Equal Opportunity

Finning (UK) Ltd is committed to creating a diverse and inclusive environment.

We are proud to be an equal opportunity employer and encourage applications from individuals of all backgrounds, genders, ethnicities, ages, sexual orientations, and abilities.

We do not discriminate based on gender identity, race, religion, or any other protected characteristic.