Service Controller

Service Controller – Tamworth, Staffordshire

Salary: £25,000 – £35,000 + benefits

About Us 

Since 1996, Agg-Pro has been committed to delivering a personalised and customer-focused approach to aggregate equipment supply. Over the years, our company has experienced significant growth, but our unwavering dedication to these core values remains unchanged. We take pride in our team of passionate and dedicated employees, many of whom have been with us for years, consistently delivering exceptional service.

Company Benefits 

• Salary range of £25,000- £35,000

• Private Health Care

• Company Pension Scheme

• Occupational Life Cover

• Opportunities for career progression

Service Controller Role Overview:

As the Service Controller at Agg-Pro, your primary role is to ensure the efficient operations of the Service Department and its Field Engineers. You will play a crucial role in promptly and effectively resolving customer breakdowns, minimising equipment downtime and maintaining high levels of customer satisfaction.

Additionally, you will be responsible for scheduling periodic service and health checks to maximise customer satisfaction and generate revenue for the company.

Your expertise and knowledge will contribute to improving customer experiences and fostering strong relationships with clients. Also building strong relationships with the service engineers, managing their workload and keeping them focused on engaging with you and the customer.

Your relationship with the client on a day-to-day basis and your involvement with the engineers on a day-to-day basis, will help you and them build a great relationship.

Key Responsibilities of the Service Controller

Field Engineer Support and Supervision:

• Oversee all scheduled site visits by Field Engineers, monitoring job progress.

• Organise and supply all necessary parts and special lifting equipment needed by Field Engineers for on-site tasks.

• Following up on site visits with engineers to ensure all information has been recorded and acted upon.

Customer Communication and Support:

• Answer inbound calls from customers requiring service and support, providing prompt and efficient assistance.

• Maintain contact with customers before, during and following a Field Engineer’s visit ensuring the highest levels of customer satisfaction.

• Proactively seek additional works following an Field Engineer’s visit, plan and schedule in advance to optimise Field Engineer resource and diaries.

Efficient Work Organisation:

• Ensure accurate communication of scheduled work between customers and Field Engineers to maintain effective coordination and minimise delays.

• Organise and optimise the schedules of Field Engineers to maximise efficiency and resource utilisation.

Collaboration with Aftersales Administrator:

• Working with the Service Manager and Aftersales Administrator assist with the completion of warranty claims, worksheet charges, and any related tasks.

Additional Duties:

• Undertake any other reasonable duties assigned by the Service Manager to support operational effectiveness and overall team success.

Experience needed of our Service Controller

• Experience in Controller role

• Experience of dealing with customers both face to face & via telephone

• Experience in scheduling

Personal Attributes:

• Proactive and self-motivated

• Exceptional problem-solving and decision-making skills

• An analytical mind

• High attention to detail

• Adaptability and flexibility in a fast-paced environment

• Strong organisational and time management skills

• Team player with a collaborative approach

• Continuous learner with a growth mindset