Service Controller

A permanent vacancy has arisen within our Earth Moving After Sales department based in Sheffield for a Service Controller.

The role contributes to the success of Liebherr-Great Britain Ltd Earth Moving Technical Division by offering effective customer service through clear communication with Field Service Engineers, ensuring parts and services are provided in a timely manner whilst always ensuring outstanding customer service and working within the Company’s key result areas:

• Business Performance
• Customer Focus
• People and Teamwork
• Leadership

Your Responsibilities

• Assisting the After Sales Supervisor in carrying out the duties necessary in supporting the service department and providing industry leading customer service.
• Assisting with answering inbound calls in a swift and efficient manner, obtaining customer details, order numbers or any other authorisation when required.
• Assisting with organisation of all parts, labour, tooling and other necessary resources required for the efficient completion of any job.
• Preparing jobs ready to close and invoice in timely manner, justifying costs incurred to both external and internal customers (including warranty and service agreements) and ensure effective management of the depot’s WIP.
• Assisting in liaising with customers to schedule jobs including the maintenance of machines and ensuring the complete schedules and defects are controlled through the Service mailbox and sent to customers in a timely manner.
• Monitoring and recording of machine hours to ensure regular maintenance of machines is carried out.
• Raising Sales Orders, Work Orders, Purchase Requests and Invoices both internally and to customers.
• Following up, in a timely manner all services with a defect correspondence, sent to customers detailing any faults or recommendations when the job is complete.
• Assisting with communicating with Field Service Engineers to compile and prepare estimates for secondary work reported from services.
• Maintaining an organised system of work, ensuring filing and documentation are handled in a timely manner and logically filed and stored.
• Ensuring warranty, exchange and new parts are returned within a set time frame, following the internal process for correctly logging and storing.
• Using Liebherr systems, to be able to determine tooling and spare parts requirements for field service engineers.
• Monitoring courier deliveries and informs relevant individuals of missing or incorrect parts.
• Developing and maintaining good relationships and a positive approach, between the team, customers and suppliers, to keep them advised of the progress of jobs ongoing or any outstanding work.
• Maintaining a high level of H&S awareness and safe working environment for self and others through a clear understanding of workplace safety requirements and systems.