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Regional Service Controller

Locatie: Elland

Reports to : Service Control Supervisor

Location : Elland - Halifax

Purpose of the role:

• To supervise all maintenance and repair activities within a geographical area.
• To provide effective customer service and build relationships with both internal and external customers.
• To action customer repair, maintenance and breakdown requests in a timely and cost effective manner.
• To monitor and organise all service inspection contracts.
• To work within a service team and to liaise effectively with all other departments.
• To prioritise work effectively ensuring all documentation is accurate.
• To ensure all information is correctly entered into in-house software systems accurately with sufficient and suitable information.

Responsibilities:

• To take customer calls and log repair notifications.
• To allocate appropriate Field Service Engineer response to meet customer requirements.
• Maintaining established and new contract plans. Ensuring that all scheduled maintenance contracts are managed in a timely and cost efficient manner.
• Liaise with UK service supervisor and Service Manager regarding any issues that may arise.
• Keep customers updated on the reported job progress.
• Deal with day to day queries from both internal and external customers.
• Ensure all jobs are entered onto the appropriate in-house computer system.
• To ensure maximum utilisation of Field Service Engineering resource according to capacity and geographical location.
• To reschedule jobs and resources according to emerging customer needs and resource availability.
• Ensure all service records are received from the appropriate Field Service Engineer and are accurate.
• To ensure that all field service vehicle parts sales are recorded accurately and promptly.
• Provide data and supporting evidence to internal and external customers regarding service work that has been completed and or is outstanding.
• To effectively liaise with customers regarding enquiries.
• To provide further assistance to other team members when requested.
• To work with all departments, particularly with projects that are being explored or implemented.
• Undertake any other duties consistent with the purpose of this job or to support the needs of the business.

Key Result Areas:

• KPI's to be monitored.
  • Up to date and clear administration.
  • Safety defects outstanding.
  • Overdue services.
  • To keep WIP at a manageable level.
  • Administration of aged jobs and invoice queries
• Effective time management and allocation of resources.
• Effective and efficient planning of Field Service Engineers (including 3rd party Engineers) working hours.
• Effectively manage customer enquiries.
• Monitoring engineers documentation.
• Ensure best practices are used when distributing field service engineer's jobs.

Royal Terberg Group

BEZOEKADRES

Newtonstraat 2

3401 JA IJsselstein

The Netherlands

POSTADRES

Royal Terberg Group B.V.

Postbus 202

3400 AE IJsselstein

The Netherlands