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Service Controller Bristol & Exeter

Holt JCB is the JCB distributor throughout the South West and Wales. An opportunity has arisen for a Service Controller at our Bristol and Exeter depots.

Reporting to the Service Manager, the primary function of the role will be to manage the service team to deliver the company corporate objective and service proposition. You will be responsible for ensuring the service team have clear objectives and through efficient planning, achieve the service targets and budget requirements.

You will also be required to motivate and coach the engineering team through toolbox talks and issuing of relevant product information, to ensure all work is carried out in the most efficient manner. You will need to maintain regular communication with all customers whilst their equipment is being worked upon and advise of attendance/delays to reduce engineering downtime and maintain customer relationships.

The candidate will need to deliver the best aftermarket support for the area covered by the Bristol depot, to all market sectors. At Holt JCB we aim to deliver the best customer service and under your day to day control, you must exceed both customers’ expectations and competitor offerings.

Plant Equipment knowledge and experience will be advantageous.

Location: Bristol & Exeter

Hours: Full Time

Start Date: Immediate

 

Key Responsibilities:

  • To ensure service team is controlled efficiently and pipeline work flow is managed to ensure maximum productivity.

a)    Work In Progress is managed to company policy and recorded within service manager notes and reviewed at a minimum weekly with your service manager.

b)    Job cards to be raised issued and upon return checked for accuracy to company standard before promptly passing to administrator for invoicing.

c)    Daily timesheets are checked for accuracy and challenged where needed and approved. 

  • Customer disputes are managed to company policy.
  • Warranty work is managed efficiently from start with clear instructions including repair time schedules and that claims are submitted and followed up, as per company policy.
  • Customer Relationship Management to be conducted to company process.      
  • To maximise the sale of retail hours and ensure recovery rates are to company policy.
  • To ensure your team, the workshop, depot area and vehicles under your control always presents a professional standard.
  • Motivate and coach the service team, including individual reviews: performance, training and training needs/training pathway.
  • Ensure new and used machines are checked in to stock. Ensure all outward delivery machines are checked and only released in line with company policy.
  • Ensure all work is carried out with regards to current Health and Safety policy standards or individual site requirements.
  • Support the Sales team to maximise volumes and customer satisfaction to enable a drive of a culture of a united Holt JCB team to support the customers through the aftermarket team.
  • To develop and maximise the working relationship with the depot manager and advise him of the needs of your department, the concerns and anything that might harm the achievement of the company’s or your own objectives.
  • To carry out any other duties deemed to be reasonable within the individuals capabilities requested by the service manager.

 

Key Competencies:

  • High personal integrity, and able to relate to, and create trust in colleagues and customers.
  • Impartiality – Ability to see the bigger picture and to embrace all aspects of the customer offering.
  • Communication – Ability to deliver appropriate communication to internal and external customers at all levels of the organisation.
  • Relationship Builder – Ability to interact with all contact sources and develop/build a relationship that ultimately delivers a satisfying experience for all parties.
  • Time Management – Ability to set timescales to team duties and own tasks to enable completion of duties. 

 

Additional information:

  • 20 days paid holiday plus bank holidays.
  • Full support and training will be provided.
  • Pension scheme
  • Free parking

 
We are an equal opportunities employer.

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