Service Controller

Company description

We’re es* and we are a small company with a big reputation. We are renowned for providing professional support and service across multiple brands of professional coffee equipment via our nationally located engineers. We have a passion for what we do, which is great because our work is fast paced, customer driven and pulls on multiple disciplines – all this in a competitive marketplace.

The role

Due to an internal promotion, we now have a vacancy for a Service Controller which is a key role in making sure we meet customers urgent needs by scheduling engineers and resources to customer specific service level agreements.

Your primary responsibility will be to ensure the smooth and efficient operation of your allocated region within our service department by allocating reactive service calls in line with service level agreements and effectively managing planned maintenance works. Additionally, you will be responsible for answering customer queries, maintaining good relationships with engineers, driving both reactive and planned service calls to maximize revenue, and promoting teamwork with your colleagues. This position requires strong organizational skills, excellent communication abilities, and a customer-centric mindset.

This is a remote role so please be sure you are comfortable working from home.

Main responsibilities

- Allocation of Reactive Service Calls: Efficiently allocate and schedule reactive service calls based on urgency, customer priority, and SLA requirements.

- Management of Planned Maintenance Works: Coordinate and schedule planned maintenance works to ensure minimal disruption to customer operations and equipment downtime.

- Customer Query Resolution: Respond promptly and professionally to customer inquiries, providing accurate and helpful information to address their concerns or issues.

- Cultivate good relationships: Maintain regular contact with field-based service engineers to provide necessary updates, resolve any issues, and ensure timely completion of service tasks.

- Revenue Generation: Drive both reactive and planned service calls to maximize revenue opportunities for the company.

- Overtime Management: Monitor and manage overtime requirements for service engineers, ensuring efficient utilization of resources while adhering to labor regulations and company policies.

- Customer Reporting: Prepare and deliver periodic reports to customers as required, providing detailed updates on service activities, equipment performance, and recommendations for improvement.

Note: This description is intended to outline the general responsibilities and requirements of the role and is not an exhaustive list of all duties and responsibilities. Other tasks may be assigned as necessary to meet business needs.

£25,000 per annum, 20 days holiday, plus Bank Holidays 37 hours a week based on our business hours of 09:00 – 17:00

Qualifications and skills

• Essential: Previous experience in service coordination or a similar role.

• Essential: Strong organizational skills and the ability to prioritize tasks effectively.

• Essential: Excellent communication skills, both verbal and written.

• Essential: Excellent customer service skills.

• Essential: Proficient in using service management software and tools.

• Essential: Ability to work under pressure while maintaining attention to detail.

• Desired: Good knowledge of Microsoft products, especially Outlook and Excel.

• Desired: Knowledge of coffee equipment and its repair/maintenance procedures.

• Desired: Familiarity with service level agreements and their importance.

• Desired: Proactive and solution-oriented mindset, with the ability to quickly adapt.

Job Types: Full-time, Permanent

Pay: From £25,000.00 per year

Benefits:

• Company pension
• Work from home

Schedule:

• Monday to Friday

Work Location: Remote

Reference ID: Service Controller
Expected start date: 20/05/2024