SERVICE CONTROLLER – DARTFORD

If you’ve experience in a service control role, or a similar engineering scheduling environment then this vacancy offers a great opportunity to join a growing company that values both your personal and professional development.

We are Palfinger UK. We’re the exclusive UK distributor for Palfinger Lorry Cranes and Epsilon Construction & Recycling Cranes. Our premium brand is widely considered as producing some of the world’s most advanced and innovative lifting machines.

This is a great opportunity to work at our state-of-the-art workshop facility in Dartford. As a service controller you’ll join a brand-new team and play a crucial role in ensuring our customers receive swift, efficient and professional engineering support.

Its a fast-paced environment where you’ll be on the phone managing incoming calls regarding crane breakdowns, or co-ordinating repairs and maintenance to keep our customers vehicle downtime to a minimum. You’ll liaise with both our internal teams and external customers, ensuring all stakeholders are updated on repair progress.

Its a key role. Our controllers optimise our Service Engineers schedules and manage their workloads, keeping our prestigious aftersales operation running smoothly.

Hours:

Our Service Control team work a rotating 39 hour week shift system across the following hours:

Week one:

07:00 – 16:00 – Monday to Thursday

07:00 – 15:00 – Friday

Week Two

08:00 – 17:00 – Monday to Thursday

08:00 – 16:00 – Friday

Week Three

08:30 – 17:30 – Monday to Thursday

09:00 – 17:00 – Friday

Key Duties will Include:

• Taking customer calls regarding incidents with cranes, establishing the nature and location of the incident and entering this information into Palfinger UK operating systems.
• Arrange for the relevant Palfinger UK Engineer, Workshop or Third-Party Repair Agent to attend the incident within required timescales.
• Liaise with internal and external customers to keep them updated with progress
• Plan, schedule and progress workload to ensure optimised use of labour and cost-effective use of field resources, ensuring customer vehicle down-time is managed effectively.
• Provide out of hours phone support on a rota basis for emergency roadside breakdowns outside of working hours.
• Provide support and guidance to colleagues – sharing ideas and best practice in order to deliver the very highest levels of customer service and ensure speedy and effective resolution of incidents.

The Ideal Applicant:

• Ideally we require a candidate with similar or transferable experience such as service control/co-ordination/scheduling, or potentially a Service Engineer looking for an administration role.
• Excellent communication / customer service skills with the ability to remain calm under pressure.
• Enjoy speaking to customers and engineers over the phone.
• You will have excellent judgment and decision-making ability.
• You will be well organised and able to act in an efficient and timely manner, ensuring all tasks are achieved within agreed timescales.
• You will be IT literate with working knowledge of MS Outlook, Word and Excel.

Benefits:

Palfinger UK are proud to be part of the wider, family run T H White group. We believe that people are our most important and valuable asset, and it is our philosophy to try to do everything we can to ensure that everyone working for us is happy and gets pleasure and satisfaction from their work.

We offer a great range of company benefits that reward you now and as your career progresses, including:

• A competitive salary, based on your capability & experience – reviewed annually.
• 23.5 days holiday entitlement rising to 26.5 days with service.
• Company pension scheme offering employer contributions of up to 8.5% after a qualifying period.
• Additional option of joining the ‘salary sacrifice’ smart pension scheme.
• Life Assurance cover providing up to 5 times salary with service.
• Share Plan – providing our employees with a real stake in the business.
• Cross-divisional career development plans, providing you with a range of future job opportunities across our large organisation.
• Staff discounts on a huge variety of products (such as clothing, footwear, household and selected machinery lines) at our stores.
• Robust and thorough training ensuring that you feel you have the support necessary to be a success.

T H WHITE is proud to be an equal opportunities employer. We welcome applications from all backgrounds and are committed to building a diverse and inclusive workplace.