Field Service Controller

Finning International; Corby; On-site; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Annual bonus

Laptop and phone

Pension plan

Healthcare benefits

Wellbeing support

Job summary

Finning (UK) Ltd is seeking a Customer Service Controller to optimise resources and deliver outstanding customer experience across plant, power generation, and related equipment. You will oversee the end-to-end repair process, manage quotes to invoices, and drive service performance while ensuring ISO compliant operations on site.

The ideal candidate has apprentice-trained background with 5 years in customer-facing technical roles and strong planning, negotiation, and IT skills.

Qualifications

• Apprentice-trained engineer with 5 years of customer contact experience.
• Experience in planning and organising major repair work.
• Problem diagnostic experience in terms of both customer and engineer.

Responsibilities

• Understand customer needs and allocate resources to deliver efficient service.
• Manage end-to-end repair from quote to invoice and close work orders.
• Ensure adherence to service processes for consistent delivery.
• Identify warranty repairs and claim them via Perkins Portal on time.
• Improve customer experience using feedback and service metrics.
• Lead a team of engineers, including training and performance reviews.
• Maintain up-to-date job information across systems.

Skills

Customer service

Planning & organizing

Attention to detail

Interpersonal skills

MS Office proficiency

Team leadership

Warranty awareness

Engines knowledge

Navision familiarity

Education

Apprentice-trained engineer with 5 years’ experience

Tools

Perkins SPI2

Perkins Hub

Microsoft Navision

Job description

Company: Finning (UK) Ltd

Number of Openings: 1

Worker Type: Permanent Position

Overview: 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

Job Description

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.

Specific 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
• Knowledge 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.

Education and Experience

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.

Equal Opportunity & Diversity

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.

About Us

Finning is the world's largest Caterpillar dealer delivering unrivalled service for over 80 years. The company sells, rents and provides parts and service for equipment and engines to customers in various industries, including mining, construction, petroleum, forestry and a wide range of power systems applications. Finning employs approximately 14,500 people world-wide and operates in three geographies, with the head office in Vancouver, BC, Canada.

Our Divisions

Finning International Inc. is the corporate head office of the publicly traded corporation, which is listed on the Toronto Stock Exchange under the symbol: FTT. Finning Canada is the authorized dealer for Caterpillar products in British Columbia, Alberta, Saskatchewan, the Northwest Territories, and a portion of Nunavut. Finning South America is the authorized dealer for Caterpillar products in Chile, Argentina, and Bolivia. Finning UK and Ireland is the authorized dealer for Caterpillar products in the United Kingdom and Ireland. Rental of equipment is facilitated through the dealership locations as well as The Cat Rental Store locations in Finning Canada and Finning South America. OEM Remanufacturing - OEM, a Finning enterprise, is one of North America's most advanced engine and powertrain component remanufacturing providers and is located in Edmonton, Alberta.