Customer Service Controller

Customer Service Controller

The Customer Service Controller role is to drive an outstanding customer experience by optimizing the resources to meet the customer needs efficiently whilst maintaining the desired service business performance. Finning Power Rental is a leading provider of temporary and emergency power solutions to hire and rent across the U.K. and Ireland. As part of the Finning group, we are the largest global dealer of Cat® products and services.

Major Job Functions:

• Lead service engineering team by understanding & responding to customer requests, assessing & prioritizing their need and identifying the actions to take place with agreed timescales.
• Support fleet availability by ensuring processes are adhered to and inspections, repairs and servicing/maintenance is performed in a timely manner and all data is recorded and up to date.
• Plan all jobs to maximize engineer productivity and driving asset utilization. Allocating the most appropriate resources to address the customers' needs.
• Manage and control job progress at every stage. Drive 5-star contamination control practices through audits and operational best practice.
• Liaise fully to ensure the job is resolved to the mutual benefit of Finning Power Rental & our external customer.
• Open & close work orders accurately and consistently to maximize billing accuracy & timeliness.
• Identify and exploit opportunities to address safety reworks, priority reworks and servicing/maintenance at the same time as the repairs. Keep all systems up-to-date at all stages with accurate job and fleet information.
• Timely up-loading of internal drives with data.
• Drive employee engagement in line with agreed business targets driving a consistent approach through the team, using the employee engagement survey as a guide.
• Implement procedural changes ensuring that security of site, people & equipment is maintained to the highest standard. Drive safe practices in the team through H&S adherence. Ensure completion of Toolbox Talks, Safe on Sites and Logincident reporting.

Specific Skills:

• Customer Service skills and ability to develop strong customer relations
• Excellent planning and organization skills
• Attention to detail
• Influencing and negotiation skills
• Good interpersonal skills
• Good IT skills – Excel, Teams and Outlook essential
• Works well as part of a team
• Champions health & safety
• People leadership

Knowledge:

• Diesel generator product knowledge
• Understanding engine/fuel control systems
• M3/INFOR system skills – training will be given
• Parts identification through SIS/manuals
• Parts ordering through part.cat.com
• Warranty process
• Commissioning process

Accountability:

• Keep internal and external customers fully informed of job progress at all times, ensuring promises and agreed commitments are kept.
• Awareness of health, safety & environmental requirements to ensure safe and ISO compliant operations on site.
• Maximise customer revenue for service.
• Control expenses for rental projects and the branch. Manage and control all rental projects.
• The communication to the service engineering team, yard technicians and the wider team of work schedule and Engineer's issues, over attendance, tooling, quality of work, customer care issues, technical issues, parts delivery problems etc. and agree on solutions.

If you would like to be part of an industry leading organization then apply online today.

At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations/adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter. Finning is a forces-friendly employer having signed the Armed Forces Covenant, and pledges to treat those who serve or have served in the armed forces, and their families fairly.