Service Controller

Description

• Identify and qualify all warranty repairs and claim these through the Perkins Portal within the submission time.(15%)
• Communication to the customer throughout the entire service.
• Using customer feedback and key service metrics to continually improve the experience, efficiency and performance of the processes and deliver the desired business performance. (10%)
• Manage a team of Engineers, being responsible for their training, goal setting, reviews, and continuous improvements. (20%)
• Supervise the end-to-end repair process from quote to invoice, organising resources both internal and external to accurately close the work order and complete customer invoice. Ensure adherence to service process and procedures to give a consistent extraordinary customer service delivery.(35%)
• Correct allocation of cost and recovery of expense and committing to first time fix.
• Health and safety of engineers and support staff when performing tasks, ensuring it is the highest priority.

Requirements

• Customer Service skills and ability to develop strong customer relations
• Understanding engine/fuel control systems
• Good interpersonal skills
• Engine/parts knowledge is desirable
• Previous experience of; Navision, Workday, Trimble, Smartsheets, Parts identification through SPI/manuals and Parts ordering through Perkins.com is desirable
• Influencing and negotiation skills
• Understand the needs of the customer / end user and deliver the appropriate resources to execute the request efficiently, delivering an experience that drives loyalty by supervising the end-to-end repair process.(20%)
• Excellent planning and organisation skills
• Works well as part of a team
• Attention to detail

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance