SERVICE CONTROLLER

As a Service Controller at Palfinger UK you’ll play a crucial role in ensuring our customers receive swift, efficient and professional support. If you’ve experience in a  service control or a similar scheduling environment then this role offers a great opportunity to build on your skills in a dynamic and growing company that values both your personal and professional development.

Its a fast-paced environment. Day to day you’ll manage incoming calls regarding crane breakdowns, coordinating repairs and maintenance to keep vehicle downtime to a minimum. You’ll liaise with both internal teams and external customers, ensuring all stakeholders are updated on repair progress.

With a focus on optimising our resources and managing workloads, you’ll help keep our prestigious aftersales operation running smoothly.

Hours:

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

Week one:

07:00 – 16:30 – Monday to Thursday

07:00 – 16:00 – Friday

Week Two

08:00 – 17:30 – Monday to Thursday

08:00 – 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.
• 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:

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 are committed to training and developing our employees to enable them to achieve their maximum potential. We also provide the following:

• A competitive salary, reviewed annually.
• Formal and robust training supporting your journey to becoming a product specialist.
• Cross-divisional career development, providing future opportunities across our large organisation.
• 23.5 days holiday entitlement rising with service.
• Share Plan.
• Employer contributory pension/ death in service cover.
• Staff accounts with discounted prices.