Outline of the Role
As a Senior Service Controller, you will have responsibility of one of our large areas, with a greater volume of engineers and breakdowns. The role will require you receive calls from customers, promptly organise appropriate resources to resolve situations quickly and ensure communication is kept flowing, externally and internally.
Responsible for co-ordinating service engineers from your allocated depot. Booking in all breakdowns and jobs logged for the area and following up the day to day role by inputting engineer’s timesheets and invoicing all completed retail repairs.
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 ...