Service Controller

Kion Group; Birmingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading industrial services provider is looking for an Area Controller to join their Birmingham team. In this role, you will manage customer communications, engineer tasks, and support service delivery to maintain exceptional standards. Candidates should possess strong communication skills, thrive in fast-paced environments, and be able to manage multiple priorities. Training will be provided to ensure success in delivering outstanding customer service.

Qualifications

• Experience in a fast-paced customer service environment.
• Confident and pleasant telephone manner.
• Ability to work under pressure and meet deadlines.

Responsibilities

• Optimise communication between service field team and control.
• Create and chase down quotes for customers.
• Manage reactive and planned engineer tasks.
• Communicate updates on out-of-service trucks.
• Handle incoming calls and enquiries professionally.
• Ensure compliance with Health and Safety requirements.

Skills

Excellent communication

Customer handling skills

Decision making

Prioritisation skills

Self-driven

Team player

Flexible approach

IT skills (Excel, SAP)

Organisational skills

Tools

Excel

SAP

Job description

There’s far more to Linde than fork trucks!

As the market leader and innovator, we’re expanding and looking for an enthusiastic team player to join the Area Controller team based in West Bromwich.

Every day is different! From managing breakdowns and services, customer queries and quotations, along with the organising of the engineers to ensure we deliver on commitments to our customers.

This is a fast‑paced job, so the right candidate should enjoy spinning multiple plates all the time and be able to react to the inevitable curved balls that crop up.

If you’re organised and calm under pressure, we’ll give you the training to manage a portfolio of customers and engineers within a geographical area to deliver outstanding customer service.

There are the usual metrics and KPI’s that we need to hit, but if you have the drive and passion to deliver exceptional customer service then these will be no challenge for you.

We offer:

Within this role, your main tasks will be:

• To optimise the communication and operational links between the engineer service field team and service control
• To create and chase down quotes to customers to ensure all quoted works are approved and actioned correctly
• Management of all reactive, planned and outstanding engineer tasks
• To effectively communicate all trucks out of service to ensure customers are kept up to date with progress
• Answering and dealing with incoming telephone calls and enquiries.
• To conduct each transaction with external and internal customers in a professional and competent manner consistent with maximising customer satisfaction, and encouraging repeat business, revenue and profit growth for the business.
• To undertake this role in compliance with Health and Safety requirements

Whilst the above responsibilities outline the main functions of this position, management may from time to time, ask you to undertake other duties commensurate with the salary for this position.

Tasks and Qualifications:

To fulfil this role, you will:

• Be an excellent communicator with first class customer handling skills
• Have experience of working within a fast paced customer service environment
• Have a confident and pleasant telephone manner
• Possess strong decision making and prioritisation skills
• Be committed and self-driven
• Be a team player, with a flexible approach to their workload
• Have well developed IT skills particularly Excel. Knowledge of SAP would be advantageous
• Able to work under pressure and achieve deadlines and targets.
• Have exceptional organisational skills