Service Controller

Service Controller

Lymm

You will be working for one of the largest Facilities Maintenance Companies in the World. They are a well-known global company who specialise in the Commercial, Industrial, Retail, Government, Healthcare and Educational sectors.

Reporting to the Business Support Manager
Supporting the Operational Team in the planning of the day to day delivery of Service Processes to ensure maximum profitability and achieve P&L forecast.
Maintain a Customer Focus behavior throughout all processes and ensure Customer expectations are exceeded
Ensure on time customer invoicing on a daily, weekly basis
Ensure that the business complies with Health, Safety & Quality regulations and policies and where possible exceed industry standards.
Maintains and keeps up to date the operational service tools web based and excel based programs

Key Accountabilities
• Coordinates with the Field Ops Team on planning and scheduling of front line delivery teams.
• Execute maximum productivity by aligning schedules to Service Engineer skills appropriately to the needs of the contract
• Build and develop ongoing Customer relationship through communication and processes
• Handles all incoming customer calls and inquiries and Escalates customer issues as appropriate. - Selects the most cost efficient logistic solution and approved supplier location in order to minimize cost on purchased parts. Ensures on time part delivery to job site.
• Deal with all administrative, filing & archiving and telephone duties as required.
• Plans & schedules holidays, back-ups, training of all technicians.
• Attend & actively participate in weekly WIP Reviews and Monthly Finance Meetings with Operational Team
• Support Operational Team by attending Customer Meetings where necessary
• Assisting the Operations team Team with low value quotations
• Prepare all relevant documentation for new contract set ups and initiates credit check if required.
• Pro-actively initiates maintenance contract renewal process 3 months prior to contract expiry, including primary scope review.
• Transfer any potential renewal risk to field operations team.
• Ensure all invoices are issued in a timely and accurate manner, based on actual labor & material. Use all tools & systems available to ensure that all relevant data have been validated, taken into account and billed to the customer. Issues regular billing reports
• Handles all customer inquiries related to billed services and invoices and escalates any issues as appropriate. Contacts customer pro-actively to communicate invoicing information on services provided
• Ownership of personal development goals
• In addition to the above mentioned tasks, other activities and responsibilities may be individually defined.

Position Requirements:

Excellent communication skills
High level of organization
Detail orientated
Strong work ethic
High competency level of computer and software skills compatible with the job responsibilities
Financial awareness
Excellent Customer Satisfaction skills
Promote team spirit

The offer:-