Service Controller

Job Title

To deploy the correct resource to our customers at an agreed time and location, using a logical approach and considering the financial implications of the decisions made. This will include the use of our sub contracted network. Pre plan and book work and servicing for our engineers, this will include arranging re attendance to fit parts or arranging for our customers to come to our sites for repair.

Responsibilities:

• Manage the productivity of the group of engineers allocated to the geographical area being coordinated
• Maximise the resources to ensure the maximum amount of hours can be sold to our customers
• Monitor downtime of engineers to maximise their availability
• Communication to the customer throughout the journey of the incident
• The job tasks and details are complete on the IFS system and ready to be passed to the team for validation
• Prioritise work to make sure we give the best possible ETA's for our breakdown customers
• Collaborate with the other members of the team to find the best solution for each customer
• Manage the repairs that needs to be completed in MFS workshops or customer locations

Tasks:

• Use the service planners to pre book servicing work at customer locations or MFS locations
• Communicate with customers to agree times, dates and locations best suited for our attendance
• Plan and arrange work that needs to be completed at an MFS depot or any other remote locations within the region
• Where further work is required to complete a repair on the day of attendance the coordinator will communicate to the customer, produce an estimate, send a proforma and once a purchase order number is provided, arrange for the parts to be sent and communicate with the engineer to complete the task
• Update the IFS system at all points within the incident, this will allow the call handling team to provide updates if required to do so.
• Share planned work with the engineer and keep them informed of any changes
• Manage VOR, communicate the reason for VOR with the customer, add clear notes to the IFS system to allow the validation team to take over the task.

Behavioural Competencies:

• Deliver customer needs and anticipate their requirements
• Deliver results and be financially aware
• Think strategically and be able to plan ahead
• Communicate effectively
• Be able to prioritise and solve problems

Technical Competencies:

• Knowledge of transport refrigeration (desirable)
• Experience within a service control environment (desirable)

Education:

• GCSE or equivalent qualifications

Experience:

• Experience in a customer facing environment (essential)
• Experience of working within a fast paced service environment
• Good geographical knowledge

Additional Local Needs:

• This role is depot based at one of our MFS sites but may require travel to another site when required.

Marshall Group is an Equal Opportunity Employer. Marshall Group is an equal opportunity employer and values a diverse and inclusive workplace. All qualified candidates will receive consideration for employment without regard to age, race, colour, religion, genetic information, sex, sexual orientation, gender identity, national origin, disability status, or any other characteristic protected by law.