Senior Technical Controller

Normanton

Type: Permanent, Full-time

Working hours: Mon – Fri, 8am – 5pm.

Job Function

We are seeking a highly skilled and experienced Senior Technical Controller to lead our team of Technical controllers. The ideal candidate will be responsible for managing a team that handles inbound breakdown and repair calls/emails, organising engineer visits, and ensuring efficient and effective resolution of all breakdown incidents. This role requires strong managerial skills, a deep understanding of breakdown processes, and the ability to maintain high standards of customer service.

Reporting to: Breakdown & Service Manager

Liaising with: Operations team, Head Office staff, Customers, FSE’s, External Engineers & Suppliers

Responsibilities

• Lead the team of Technical Controllers while continuing to manage your current workload.
• Train and develop the team’s expertise in Telemetry systems.
• Enable the team to handle reactive Telemetry issues effectively while focusing on proactive Telemetry tasks to prevent future problems.
• Analyse and reduce current welfare breakdown costs.
• Coordinate with FSEs to ensure the team is informed about part orders and can schedule return visits efficiently.
• Serve as the primary point of escalation for complex issues.
• Conduct regular one-on-one meetings (121’s) with team members, providing quality checks, feedback, and coaching.
• Ensure adherence to quality standards and continuous improvement of team performance.
• Development in automation.
• Assisting and upskilling FSE’s when facing difficulties with telemetry issues.
• Helping Depots to ensure units are in the best condition before leaving the depot.
• Management of SIM cards relating to breakdowns.
• Any other ad-hoc duties.