Service Controller

Finning International; Chesterfield; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Competitive salary

25 days annual leave + bank holidays +

Annual Bonus

Laptop and phone

Healthcare benefits

5% pension match

Share Purchase Plan

Flexible benefits

Job summary

Finning (UK) Ltd is seeking a Service Controller to oversee a team of engineers, optimize resources, and ensure high-quality service delivery for Caterpillar equipment. You will manage end-to-end repair processes, maintain customer communication, and drive cost-effective service outcomes.

The role emphasizes health and safety, mentoring engineers, and delivering exceptional customer experiences with a focus on profitability and operational excellence.

Qualifications

• Experience leading maintenance/repair teams in a service delivery environment.
• Strong customer service and communication skills.
• Ability to plan resources and manage end-to-end service or repair processes.
• Commitment to health and safety compliance and accident prevention.

Responsibilities

• Understand customer service needs and allocate resources to deliver an excellent experience.
• Maintain clear communication with customers throughout service/repair processes.
• Lead end-to-end repair process from need identification to closing work orders and invoices.
• Mentor engineers and manage performance via regular 1-2-1s.

Skills

Team Leadership

Organizational skills

Communication

Safety champion

Equipment knowledge

Commercial awareness

Systems knowledge

Tools

DBSi Work order system

SAP

FSAT

OEM systems

Masternaut

Cat SIS

1-2-1 application

Product Support dealsheet

Job description

Company: Finning (UK) Ltd Number of Openings: 1 Worker Type: Permanent Position Overview: As a Service Controller, you will oversee a team of engineers and ensure an excellent customer experience by optimising the resources to meet the customer needs efficiently whilst maintaining a high standard of service delivery Finning are the largest Caterpillar dealership world-wide, specialising in Heavy Equipment, Machinery, and Power Generation. We have been delivering unrivalled service for 90 years. We sell, rent, supply parts, service, and repair equipment and engines to customers in various industries, including mining, construction, petroleum, forestry, and a wide range of power systems applications.

Job Description

Major Role Functions

• Understand the customer service need(s) and deliver the appropriate resources to execute the request expertly to deliver an experience for the customers that drives dedication by controlling the end to end repair process.
• Continuously maintain a clear, open and consistent communication with the customer throughout the service repair processes that delivers the lowest cost of ownership driving customer dedication and service growth.
• Dedicatedly keeps the customer informed throughout the process.
• Planning and supply resources to ensure fulfilment of the customer’s service needs utilising capacity and capability planning.
• Leading the end to end repair process from identifying the customer service need to accurately closing the work order and customer invoice.
• Ensuring adherence to service process and procedures to ensure consistent extraordinary customer service delivery.
• Takes the lead to ensure the health and safety of customers and service employees is the highest priority.
• Providing cover to ensure effective delivery of service to meet our customers’ needs and business needs.
• Creation of Service quotes up to £3,000 identified when carrying out service work such as PM or repair work, or service inspection or when advised by Finsight advisor.
• Direct management of engineers (4-8) mentoring, addressing performance issues and carrying regular 1-2-1 in line with the dealership policy.
• Provide guidance and mentoring to engineers to ensure delivery of high levels of customers’ satisfaction whilst maintaining service profitability.
• Uses customer feedback and key service metrics to continually improve the experience and deliver the desired business performance.
• Using data identified, can use the information to drive continuous improvements in customer experience and performance.

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 5% pension
• Share Purchase Plan (provides an opportunity for Finning employees to buy Finning Shares)
• Healthcare benefits (medical, optical, hearing, dentistry)
• 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
• Length of service & recognition awards

Specific Skills

• A strong sense of care for our customers ensuring they receive the best experience from Finning
• Team Leadership experiance
• Good organizer
• Good communicator
• Champions for Safety
• Lives and promotes the Finning Values Knowledge
• Good knowledge of mobile and fixed equipment components and systems
• Financially/commercially aware
• Good knowledge of existing applications and systems is desirable (DBSi Work order system, SAP, FSAT, OEM systems, Masternaut, Cat SIS, 1-2-1 application, Product Support dealsheet)

Accountability

Accountable for the health and safety of engineers and support staff when performing tasks. Ensure that the most cost effective and efficient solution is delivered ensuring high level of customer satisfaction. Fully accountable for correct allocation of cost and recovery of expense and working towards first time fix. Communicate to the customer throughout the entire service delivery process.

Working Environment

At Finning we believe that our people are the heart and soul of our company and fundamental to our success. Our employees are rewarded with an attractive all-round benefits package and various flexible benefits. 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. 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.