Field Service Controller

Finning International Inc.; Corby; On-site; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Competitive salary

25 days annual leave

Annual bonus

Laptop and phone

Pension scheme

Healthcare benefits

Discretionary rewards platform

Job summary

Finning International Inc. is seeking a Customer Service Controller in Corby to optimise resources and deliver exceptional customer experiences while maintaining service performance.

You will oversee end-to-end repair processes, manage warranty claims, and lead a team of engineers within Finning's trusted service framework. You will coordinate with internal and external resources, ensure accurate job data, and drive improvements using customer feedback and service metrics.

Qualifications

• Customer service experience required and ability to develop strong customer relations.
• Planning and organising skills with attention to detail.
• Experience with major repair work and diagnostics.
• Familiarity with Microsoft Navision and Perkins systems.

Responsibilities

• Understand customer needs and deploy resources to deliver efficient service.
• Manage end-to-end repair process from quote to invoice and ensure accurate closing of work orders.
• Identify warranty repairs and submit claims via Perkins Portal.
• Coordinate safety, reworks and PM servicing alongside repairs.
• Use feedback and metrics to improve service delivery and performance.
• Lead and develop a team of Engineers; manage training and reviews.
• Maintain up-to-date job information across systems and data loads.

Skills

Customer service

Planning

Attention to detail

Negotiation

Interpersonal skills

IT skills

Apprentice-trained engineer

Customer contact experience

Major repair planning

Diagnostics

Tools

Microsoft Navision

Perkins SPI2

Perkins Hub

Diagnostics tooling

Job description

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. DiPerk Power Solutions are the only authorised OEM distributor for Perkins in the UK and Ireland, providing support for complex or minor repairs and regular interval servicing for plant, electric power, agricultural, rail or marine equipment, As a member of the Finning Group, DiPerk has access to the skills and expertise of one of the premium service providers in the plant and power generation industry, benefiting from world-class facilities, the latest technology, tooling, and industry leading safety and quality processes

Major Job Functions

• Understand the needs of the customer / end user and deliver the appropriate resources to execute the request efficiently, delivering an experience that drives loyalty by supervising the end-to-end repair process.(20%)
• Manage the end-to-end repair process from quote to invoice, organising resources both internal and external to accurately close the work order and complete customer invoice. Ensure adherence to service process and procedures to give a consistent extraordinary customer service delivery.
• Identify and qualify all warranty repairs and claim these through the Perkins Portal within the submission time.
• Identify opportunities to address safety reworks, priority reworks & PM servicing at the same time as the repairs.
• Using customer feedback and key service metrics to continually improve the experience, efficiency and performance of the processes and deliver the desired business performance.
• Manage a team of Engineers, being responsible for their training, goal setting, reviews, and continuous improvements.
• Keep all systems up-to-date at all stages with accurate job information. Load internal drives with job/build data., Gas & Diesel Engine product knowledge
• Understanding engine/fuel control systems
• Microsoft Navision system skills
• Parts identification through Perkins SPI2/manuals
• Parts ordering through Perkins Hub
• Warranty process
• Testing/Commissioning process

Accountability

Keep internal and external customers fully informed of job progress at all times, ensuring promises and agreed commitments are kept. Awareness of health, safety & environmental requirements to ensure safe and ISO compliant operations on site. Maximise customer revenue for service. Control expenses for service including commissioning. Manage and control approx. 20 work orders with an average value in the region of £60k per month. Inform Service Manager of work schedule and Engineer's issues, over attendance, tooling, quality of work, customer care issues, technical issues, parts delivery problems etc. and agree on solutions.

Required Skills

• Customer service skills and ability to develop strong customer relations
• Planning and organising skills
• Attention to detail
• Influencing and negotiation skills
• Good interpersonal skills
• Good IT skills, specifically in Microsoft Office
• Works well as part of a team, Apprentice-trained engineer with 5 years' experience
• Customer contact experience
• Planned and organised major repair work
• Problem diagnostic experience in terms of both customer and engineer

Benefits

• A competitive salary
• 25 days annual leave + bank holidays (+ option to purchase additional 5 days holiday)
• Annual Bonus
• Laptop and phone
• Company Rewards Platform (access to retailer discounts i.e., savings on holidays, entertainment and leading high street/online retailers)
• Up to 7% pension
• Share Purchase Plan (provides an opportunity for Finning employees to buy Finning Shares)
• healthcare benefits (medical, optical, hearing, dentistry)
• You will benefit from enhanced maternity and paternity packages and new child payments to support new parents, family-friendly policies to support working parents, support from a team of 40+ Mental Health first aiders, employee wellbeing solutions, and length of service & recognition awards.

At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter. Finning is a forces-friendly employer having signed the Armed Forces Covenant, and pledges to treat those who serve or have served in the armed forces, and their families fairly.