Service Controller

Finning International Inc.; Leeds; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in heavy equipment and machinery is seeking a Service Controller to manage a team of engineers. This role focuses on optimizing customer service and ensuring high service standards. Candidates should have a foundational engineering qualification and strong customer care orientation, along with a minimum of 3 years in a technical role.

Benefits

Competitive salary

25 days annual leave + bank holidays

Annual Bonus

Laptop and phone

Retail discounts via Company Rewards Platform

Up to 7% pension

Share Purchase Plan

Healthcare benefits

Enhanced maternity/paternity packages

Mental health support

Qualifications

• Minimum 3 years in a technical or mechanical role.
• Experience in similar roles/industries is desirable.

Responsibilities

• Oversee a team of engineers and ensure excellent customer experience.
• Plan and supply resources to fulfill service needs.
• Create service quotes up to £3,000.

Skills

Customer care orientation

Organizational skills

Communication skills

Safety champion

Financial awareness

Education

Foundational engineering qualification

Tools

SAP

Vision Link

Cat SIS

Job description

time left to apply End Date: July 4, 2025 (30+ days left to apply)

job requisition id R-2025-1796

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 resources to meet customer needs efficiently while maintaining high service standards.

Finning is the largest Caterpillar dealership worldwide, specializing in Heavy Equipment, Machinery, and Power Generation. With 90 years of service, we sell, rent, supply parts, and repair equipment and engines across various industries including mining, construction, petroleum, forestry, and power systems.

Job Description:

Major Job Functions

• Understand customer service needs and deliver appropriate resources to execute requests, ensuring a positive customer experience and controlling the repair process. Maintain clear communication with customers throughout the service process, minimizing cost of ownership and driving growth.
• Plan and supply resources to fulfill service needs, leading the end-to-end repair process from identifying customer needs to closing work orders and invoicing. Ensure adherence to service procedures, prioritize safety, and provide coverage to meet customer and business needs.
• Create service quotes up to £3,000 for work such as PM, repairs, inspections, or as advised by Finsight.
• Manage engineers (4-8), mentor, address performance issues, and conduct regular 1-2-1 meetings. Guide engineers to deliver high customer satisfaction and maintain profitability.
• Use customer feedback and key metrics to improve service quality and business performance, driving continuous improvement.

Benefits

• Competitive salary
• 25 days annual leave + bank holidays (+ option to purchase 5 additional days)
• Annual Bonus
• Laptop and phone
• Retail discounts via Company Rewards Platform
• Up to 7% pension
• Share Purchase Plan
• Healthcare benefits (medical, optical, hearing, dentistry)

• Enhanced maternity/paternity packages, family-friendly policies, mental health support, wellbeing solutions, and recognition awards.

Specific Skills

• Strong customer care orientation
• Organizational and communication skills
• Safety champion
• Alignment with Finning values
• Knowledge of mobile and fixed equipment systems
• Financial awareness
• Familiarity with applications like SAP, Vision Link, Cat SIS, etc. (desirable)

Knowledge

• Deep understanding of equipment components and systems
• Financial and commercial awareness
• Experience with relevant applications (desirable)

Accountability

• Ensure health and safety of staff and customers
• Accurate cost allocation and recovery
• Maintain communication with customers throughout service delivery

Education and Experience

• Foundational engineering qualification
• Advanced engineering aptitude (desirable)
• Minimum 3 years in a technical or mechanical role
• Experience in similar roles/industries (desirable)

Working Environment

Office-based

We value diversity and inclusion. Finning is an equal opportunity employer and supports reasonable accommodations for applicants with disabilities. We encourage all qualified individuals to apply. Finning is also a forces-friendly employer, committed to supporting armed forces personnel and their families.