Regional Service Controller

Locatie: Elland

Reports to: Service Control Supervisor

Direct Reports: None

Location: Elland - Halifax

Purpose of the role:

To supervise all maintenance and repair activities within a geographical area.
To provide effective customer service and build relationships with both internal and external customers.
To action customer repair, maintenance and breakdown requests in a timely and cost effective manner.
To monitor and organise all service inspection contracts.
To work within a service team and to liaise effectively with all other departments.
To prioritise work effectively ensuring all documentation is accurate.
To ensure all information is correctly entered into in-house software systems accurately with sufficient and suitable information.

Responsibilities:

To take customer calls and log repair notifications.
To allocate appropriate Field Service Engineer response to meet customer requirements.
Maintaining established and new contract plans. Ensuring that all scheduled maintenance contracts are managed in a timely and cost efficient manner.
Liaise with UK service supervisor and Service Manager regarding any issues that may arise.
Keep customers updated on the reported job progress.
Deal with day to day queries from both internal and external customers.
Ensure all jobs are entered onto the appropriate in-house computer system.
To ensure maximum utilisation of Field Service Engineering resource according to capacity and geographical location.
To reschedule jobs and resources according to emerging customer needs and resource availability.
Ensure all service records are received from the appropriate Field Service Engineer and are accurate.
To ensure that all field service vehicle parts sales are recorded accurately and promptly.
Provide data and supporting evidence to internal and external customers regarding service work that has been completed and or is outstanding.
To effectively liaise with customers regarding enquiries.
To provide further assistance to other team members when requested.
To 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.

Key Result Areas:

KPI’s to be monitored.
- Up to date and clear administration.
- Safety defects outstanding.
- Overdue services.
- To keep WIP at a manageable level.
- Administration of aged jobs and invoice queries
Effective time management and allocation of resources.
Effective and efficient planning of Field Service Engineers (including 3rd party Engineers) working hours.
Effectively manage customer enquiries.
Monitoring engineers documentation.
Ensure best practices are used when distributing field service engineer’s jobs.