Field Service Controller

Molson Group; Warrington; On-site; GBP 40,000 - 55,000; Full time

Job summary

Join a leading company in the engineering sector as a Technical Manager, where you will oversee engineers, manage customer queries, and ensure timely maintenance of machinery. With a requirement of at least 5 years' experience in engineering management, you will play a crucial role in a dynamic environment focusing on customer service and operational efficiency.

Qualifications

• Minimum of 5 years’ experience in a specialized engineering/technical management role.
• Experience with heavy plant machinery, specifically movers and excavators.
• Demonstrable technical/mechanical customer service experience.

Responsibilities

• Manage engineers' schedules for maintenance and breakdowns.
• Act as the first point of escalation for engineering staff.
• Resolve customer calls and queries.

Skills

Organisational skills

Communication skills

Attention to detail

Technical diagnosis

Education

Good general level of education including English, Maths and IT

Job description

BE SUPPORTED. BE DEVELOPED. BE REWARDED.

Main Responsibilities:

• Raising jobs on the system and booking them to engineers
• Organising and planning engineer’s schedules across various depots for routine maintenance and breakdowns on machinery
• Day to day management and first point of escalation for engineering staff
• Working with the parts team to ensure parts are available for engineers to attend site
• Answering and resolving customer calls and queries and escalating if necessary
• Raising quotations and sending them to customers
• Ensuring the administration teams submission of costs to customers is timely and accurate.
• Organising third party supplier and subcontractor callouts when required, including the raising of POs and handling the costs associated
• Manage an ongoing customer service job list and be able to identify and prioritise most important jobs.
• Autonomy to make costing and commercial decisions

Addidtional Responsibilites:

• Attending regular meetings and deputizing in absence of Field Service Manager
• Liaising with other departments, to ensure that items required for repair and maintenance are accurate and available

Work experience requirements:

• Minimum of 5 years’ experience working in a specialized engineering/technical management role.
• Minimum of 5 years ‘on-the-tools’ experience, working with heavy plant machinery, specifically movers and excavators.
• Demonstrable technical/mechanical customer service experience. In a similar role or similar industry.
• Ability to diagnose and categorise technical issues over the phone.
• Excellent organisational skills.
• Excellent communication skills.
• Excellent attention to detail.
• Mathematically competent with good IT skills.
• Ability to thrive in abusy, ever-changing environment.
• Ability to multi-task.

Work Experience Requirements:

• Demonstrable technical/mechanical customer service experience. In a similar role or similar industry
• Ability to diagnose and categorise technical issues over the phone
• Excellent organisational skills
• Excellent communication skills
• Excellent attention to detail.
• Mathematically competent with good IT skills
• Ability to thrive in a busy, ever-changing environment.
• Ability to multi-task.

Education Requirements:

• Good general level of Education including English and Maths and IT.