Regional Service Controller

Job Title: Service Control Technician

Reports to: Service Control Supervisor Direct Reports: None Location: Elland, Halifax

About the Role

The purpose of this role is to:

• Own and manage all maintenance and repair activities within a geographical area.
• Provide first-class customer service and build relationships with both internal and external customers.
• Action customer repair, maintenance, and breakdown requests in a timely and cost-effective manner.
• Monitor and organise all service inspection contracts.
• Work within Service Control and liaise effectively with all other departments.
• Prioritise work effectively, ensuring all documentation is accurate and correctly entered into in-house software systems with sufficient and suitable information.

Responsibilities

Day-to-Day Duties

• Take customer calls and log repair notifications.
• Allocate appropriate Mobile Service Engineer responses to meet customer requirements.
• Maintain established and new contract plans, ensuring all scheduled maintenance contracts are managed timely and cost-efficiently.
• Liaise with:
  • Service Control Supervisors
  • Field Operations Managers
  • Customer Service Operations Manager regarding any issues that may arise.
• Keep customers updated on job progress, primarily via telephone.
• Deal with daily queries from both internal and external customers.
• Ensure all jobs are entered onto the in-house computer system.
• Maximise utilisation of Mobile Service Engineering resources based on capacity and geographical location.
• Reschedule jobs and resources according to customer needs and availability.
• Verify that service records from Mobile Service Engineers are received and accurate.
• Ensure parts sales from service vehicles are recorded accurately and promptly.
• Provide data/supporting evidence to customers regarding completed or outstanding service work.
• Handle customer enquiries and offer assistance to team members when requested.
• Collaborate with all departments, particularly on exploratory or implemented projects.
• Perform additional duties consistent with the role or business needs.