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Customer Service Controller


Posted on Sep 24, 2022 by CV-Library

Peterborough, Cambridgeshire, United Kingdom
Customer Service
Immediate Start
Annual Salary
Finning (UK) Ltd

Number of Openings:

Worker Type:

Position Overview:
Due to continued growth within Finning, the UK and Irelands largest Cat dealership specialising in Caterpillar Equipment and Machinery, we have a vacancy for a Customer Service Controller to join our team

As Customer Service Controller you will deliver excellent customer experience by optimising the resources to meet the customer needs efficiently whilst maintaining the desired service business performance.

Job Description:

Major Job Functions

Understands the customer service need(s) and delivers the appropriate resources to execute the request expertly to deliver an experience for the customers that drives dedication by controlling the end to end repair process. Continuously maintain a clear, open and consistent communication with the customer throughout the service repair processes that delivers the lowest cost of ownership driving customer dedication and service growth. Dedicatedly keeps the customer informed throughout the process.

Planning and supply resources to ensure fulfilment of the customer's service needs utilising capacity and capability planning. Leading the end to end repair process from identifying the customer service need to accurately closing the work order and customer invoice. Ensuring adherence to service process and procedures to ensure consistent extraordinary customer service delivery. Takes the lead to ensure the health and safety of customers and service employees is the highest priority. Providing cover to ensure effective delivery of service to meet our customers' needs and business needs.

Creation of Service quotes up to £3,000 identified when carrying out service work such as PM or repair work, or service inspection or when advised by Finsight advisor.

Direct management of engineers (4-7) mentoring, addressing performance issues and carrying regular 1-2-1 in line with the dealership policy. Provide guidance and mentoring to engineers to ensure delivery of high levels of customers' satisfaction whilst maintaining service profitability.

Uses customer feedback and key service metrics to continually improve the experience and deliver the desired business performance. Using data identified, can use the information to drive continuous improvements in customer experience and performance.

Leader Competencies
Customer Focus: Being successful means continuously paying attention to customer needs and adapting as these evolve. This heightens the importance of building strong customer relationships and delivering customer centric solutions
Cultivates Innovation: Paying attention to what customers want and need - new and improved products, services, solutions, and experiences. Taking initiative and collaborating with people who have diverse points of view. Embrace the mindset you and Finning are never done, never satisfied, never standing still
Drives Results: Infusing the team and organisations with a sense of urgency. Creating a culture where organisational performance is always top of mind. Communicating a vision, setting priorities, developing and executing plans that achieve the desired outcome for Finning
Courage: Being comfortable with the conflict that is inherent to being a champion of an idea or course of action. Meeting tough situations head-on to constructively resolve them. Saying what needs to be said at the right time, to the right person, in the right manner to effect change
Commercial Mindset: Understanding the business and paying attention to business problems (complex and less complex) from all angles. Applying knowledge of the business and marketplace to negotiate and structure interaction. Not only understanding key financial and commercial fundamentals, but more importantly how to incorporate a commercial thinking mindset into every major decision made
Decision Quality: Good decisions are based upon a mixture of analysis, wisdom, experience and judgement. Making quality decisions while working in an environment where ambiguity and uncertainty are the norm
Situational Adaptability: Paying attention to circumstance and adjusting according. Being able to recognise the need to be flexible and act different because no two situations are exactly alike. The outcome will be ease of transaction and effectiveness of interaction
Develops Talent: Developing the team to meet both their career goals and Finning's goals. Creating pools of people ready and willing to take on new challenges and step up when neededSpecific Skills

A strong sense of care for our customers ensuring they receive the best experience from Finning

Good organizer

Good communicator

Champions for Safety

Lives and promotes the Finning Values


Good knowledge of mobile and fixed equipment components and systems

Financially/commercially aware

Good knowledge of existing applications and systems desirable (DBSi Work order system, Finning Sales Tracker, SAP, FSAT, Vision Link, Masternaut, Cat SIS, 1-2-1 application, Product Support dealsheet)


Accountable for the health and safety of engineers and support staff when performing tasks. Ensure that the most cost effective and efficient solution is delivered ensuring high level of customer satisfaction. Fully accountable for correct allocation of cost and recovery of expense and working towards first time fix. Communicate to the customer throughout the entire service delivery process. Customer satisfaction (measured via transactional service survey)=66%-70%. Safety (LTIs/200,000). Service Engagement 66% or higher. Service EBIT=20% by 2018. Service Expense (SGA) to budget. SWIP Management zero work orders over 21 days/average time last about to invoice 7 days. Engineer utilisation = 72% Blended. PIP Completion (Safety & Priority) = 95%. Standard job utilisation = 35%. Ensure First Time Fix, promise date adherence, response times.

Education and Experience

Foundational Engineering understanding and qualification

Ideally, Advanced level of engineering aptitude

Minimum of 3 years' experience in a technical or mechanical engineering role

Previous experience in a similar role within similar industry environment desirable

Working Environment

Office based

We are committed to diversity at Finning, to building and sustaining a diverse and inclusive workforce and as an equal opportunity employer we encourage applications from all qualified individuals. Finning does not discriminate against applicants based on genders, races, national and ethnic origins, religions, ages, sexual orientation, marital and family status, and/or mental or physical disabilities

Reference: 217669239

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