Key Responsibilities • Co-ordinate breakdowns and services for your depot by allocating to an engineer and liaising with the customer to ensure minimal downtime to the customer’s machine. • Input Timesheets on a daily basis. • Chase the customer for order numbers on all work that is not covered by warranty. • Keep constant communication with the customer to give them updates on all live breakdowns. • Arrange warranty cross hire machines for any work that can not be completed on site due to Health & Safety. • Create estimates when additional work is found and send to the customer within 24 hrs. • Send over final costings for all retail work. • Invoice all retail work that has been completed. • Keep the WIP to a minimum. • Resolve all customer invoice queries. • Arrange monthly meeting with the Line Manager to resolve any ongoing issues. • Answer incoming calls into the office and log breakdowns. • Cover other diary locations during peak times for Holiday. • Cover the office with other Senior Service Controllers when the Service Office Supervisor is on leave. • Contribute to the overall success through teamwork and good communication within the Company. • Actively seek new business. • Organise and time-manage your workload. • Achieve and meet strict deadlines. • Deal with all telephone calls in a polite and professional manner and have the ability to deal with conflict whilst remaining diplomatic. Key Skills • An effective team player, aware of the value and importance of working well and closely with colleagues. • Awareness of team workloads. •Ability to prioritise and focus on answering incoming calls quickly and effectively. • Time management skills. • Ability to work under pressure. • A good understanding of customer service procedures, policies and best practice. • A ‘can do’ attitude and willingness to try out new ideas. • A willingness to help both internal and external customers. • Company brand awareness. This job description is accurate at time of writing