Service Controller
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| Job Type | Permanent |
| Area | Dublin, Ireland |
| Sector | EngineeringOperations & Manufacturing |
| Start Date | |
| Advertiser | David Connolly |
| Telephone | 094 9288290 |
| Job Ref | 3078 |
| Job Views | 608 |
- Description
We are currently looking for an enthusiastic team player to join our clients expanding After-Sales Service team based in Dublin.
- Every day is different! from managing breakdowns and services, customer queries and quotations, along with the organising of the engineers to ensure we deliver on commitments to our customers.
- This is a fast-paced job, so the right candidate should enjoy spinning multiple plates all the time and be able to react to the inevitable curved balls that crop up.
- If you’re organised and calm under pressure, our client will give you the training to manage a portfolio of customers and engineers within a geographical area to deliver outstanding customer service.
- There are the usual metrics and KPI’s that you'd need to hit, but if you have the drive and passion to deliver exceptional customer service then these will be no challenge for you.
Why you should apply:- Join a leading global manufacturer of forklift trucks and warehouse equipment
- Become part of their innovative team, work alongside a diverse group of visionaries, thinkers and doers, working on developing pioneering solutions that lead to shared success.
- Put your mind at ease knowing that they put their people first and live their diversity and inclusion values embracing all perspectives.
What you will be doing:- To liaise with service engineers, quotation controllers, supervisors and Regional Service Managers to help maximise the effectiveness of service quotations to ensure that revenue and margin opportunities are optimised.
- Liaise with the Regional Service Managers to produce service schedules and communicate these to engineers and confirm with customers.
- Provide proactive communication to customers regarding TOA’s, breakdowns and planned services.
- In line with the Customer Service Charter, communicate with external and internal customers in a professional and competent manner consistent with maximizing customer satisfaction, encouraging repeat business, revenue and profit growth for the business.
- Arrange and plan work arising from Thorough Examinations and Service as required.
- In conjunction with the Regional Service Manager deal with any invoice queries in a timely manner.
- Arrange third party jobs as required through approved suppliers. Fully processing in SAP Goods Receipts etc .
- Ensure time sheet data is accurate and up to date to allow smooth processing of all jobs prior to JBCL.
- Closely monitor all WIP within the service environment, correcting any tasks and errors that prevent the timely completion of jobs.
- To undertake this role in compliance with Health and Safety requirements .
- To optimise the communication and operational links between the engineer service field team and service control.
- To create and chase down quotes to customers to ensure all quoted works are approved and actioned correctly.
- Management of all reactive, planned and outstanding engineer tasks.
- To effectively communicate all trucks out of service to ensure customers are kept up to date with progress.
- Answering and dealing with incoming telephone calls and enquiries.
- To conduct each transaction with external and internal customers in a professional and competent manner consistent with maximising customer satisfaction, and encouraging repeat business, revenue and profit growth for the business.
- To undertake this role in compliance with Health and Safety requirements.
- To present a professional company customer facing image and increase customer service levels whilst helping to Increase revenue and margins through building effective customer and colleague relationships.
- Manage and control the dispatch of engineers to Breakdown/TOA jobs as required keeping the customer informed at all stages.
- Proactive control of service planning.
- Maintaining accurate planning master data.
- Any other duties which arise as a result of the above
What you need to apply:- A high level of communication with ability to communicate effectively via telephone and email.
- Have experience of working within a fast paced customer service environment.
- Have a confident and pleasant telephone manner.
- Possess strong decision making and prioritisation skills.
- Be committed and self-driven.
- Be a team player, with a flexible approach to their workload.
- Have well developed IT skills particularly Excel. Knowledge of SAP would be advantageous.
- Able to work under pressure and achieve deadlines and targets.
- Have exceptional organisational skills.
- Excellent customer service skills
- Impeccable attention to detail
- IT Skills (Microsoft Office suite)
