Job title: Service Controller (Major Accounts) Johannesburg

Job Description:

To be part of a first-class service control center that ensures, response and follow up on all breakdowns and that all customers are handled within company KPIs with total professionalism and that customers are called back regarding technician’s response and completion of work to their satisfaction.

To ensure that all contract, STH, and customer PMA machines are serviced correctly according to the manufacturer’s instructions and are completed 100%.

To review all service job cards for additional repairs so that the additional repairs are carried out as soon as possible for both on contract and for the customer’s account. To assist the Contracts/Regional Operations Managers and the Internal Parts Co-Ordinator to obtain valid order numbers.

Minimum Qualifications and Requirements:

•Grade 12.
•Call center training qualification or at least 1 years call center service admin experience.
•Relevant computer skills including e mail, excel, word and power point.
•Used to working to and achieving deadlines monthly.
•Must be able to work under pressure

Duties and Responsibilities:

•To maintain the contract, STH and customer PMA service schedule on ADP so that it is accurate and up to date.
•To contact all contract, STH and customer PMA customers to schedule services ensuring that the correct service is undertaken, and the work is carried out within the manufacturer’s specification regarding machine hours or machine time limit.
•Using the service app & Webb fleet open the correct service WIP
•Once an agreed date and time has been obtained from the customer to carry out the service, to schedule technicians using the service app & Webb fleet and ensure that the service app is updated, and the service is carried out.
•Follow up with customer once the service has been completed and record the customers response.
•Follow up with the technician once job completed for additional contract work that can be done before the technician leaves the customer’s site.
•Obtain the Contract Managers approval for any additional work that is within the contract and instruct the technician to carry out the work or reschedule the technician to do the additional work (together with the other Controllers) when the machine is available.
•Collect the technicians service report the next day and check for additional noncontract/accident damage/or abuse work.
•Follow up with customer once the service has been completed and record the customers response.
•Follow up with the technician once job completed for additional contract work that can be done before the technician leaves the customer’s site.
•Obtain the Contract Managers approval for any additional work that is within the contract and instruct the technician to carry out the work or reschedule the technician to do the additional work (together with the other Controllers) when the machine is available.
•Collect the technicians service report the next day and check for additional noncontract/accident damage/or abuse work.
•To record hour meter readings in order to maintain the service schedule on ADP
•To update the CRM Controller with any updated and or amendments to be done.
•To plan technicians, work in conjunction with the Service App Controller, Contract Mangers, Service Admin Manager and Service Manager and to allocate services in order to maximize technicians’ productivity.
•Using the WEB fleet tracking system dispatch technicians in the most effective and efficient way controlling costs and non- productive labour.
•Contact all customers once job complete, without exception.
•To maintain the service scheduling system on ADP weekly and to ensure that all services are done on time 100%
•To send a weekly service schedule to the Parts Department on Wednesdays before 12H00 in order to get parts booked for Technicians to collect on Fridays
•To write and or contact PMA customers and obtain order numbers so that all services can be carried out for these customers.
•To produce the daily overdue services report.
•To produce reports from the Telematic and ego systems as and when required.
•To strictly follow the Service Centre ways of working as revised from time to time by the Managing Director.
•To assist with the collection of excess hours.
•To do own filing
•To be part of good people management ensuring that you have a formal balanced scorecard and that the required performance reviews are conducted twice a year.
•To follow the company code of conduct and policies.
•To assist the Contract Manger with all debtors’ queries.