Service Controller

Trane Technologies; Sittingbourne; On-site; GBP 26,000 - 38,000; Full time

Job summary

Trane Technologies in Sittingbourne, Kent, is seeking a Service Controller to coordinate calls, plan engineer schedules, load job scopes, and manage timekeeping while delivering accurate quotes and maintaining service KPIs.

You will liaise with customers, optimise routes, and ensure 24/7 standby coverage, contributing to a proactive, well-organised service operation with a focus on customer satisfaction and efficiency.

Qualifications

• Proven experience in a service controller or similar role.
• Strong organisational and time management skills.
• Excellent communication and customer service abilities.
• Proficiency in using service management software and tools.
• Ability to work under pressure and handle multiple tasks simultaneously.

Responsibilities

• Call Handling: Answer and manage incoming service calls promptly and professionally.
• Log service requests and ensure accurate documentation of customer issues.
• Engineer Planning: Schedule and allocate engineers based on skill and availability.
• Optimise engineer routes and schedules to maximise efficiency and minimise downtime.
• Ensure engineer absence is managed.

Skills

Organisational skills

Time management

Customer service

Communication

Service management software

Job description

Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes and transportation, it's our responsibility to put the planet first. For us at Trane Technologies, and through our businesses including Trane® and Thermo King, sustainability is not just how we do business—it is our business. Do you dare to look at the world's challenges and see impactful possibilities? Do you want to contribute to making a better future? If the answer is yes, we invite you to consider joining us in boldly challenging what's possible for a sustainable world.

Learn about our benefits designed for you to Thrive at work and at home.

We boldly go.

Where Is The Work

On-Site (5 days)

What's In It For You

The Service Controller will be responsible for handling calls, planning engineer schedules, loading job scopes, managing engineer timekeeping, liaising with customers, coordinating technical support, providing pricing estimates/quotes, managing service KPIs, and organizing standby rosters. This role requires excellent organisational skills, strong communication abilities, and a proactive approach to problem-solving.

Primary location: Sittingbourne, Kent

Considered location: PE20 3AN, Bicker, Lincolnshire

What You Will Do

• Call Handling:
• Answer and manage incoming service calls promptly and professionally.
• Log service requests and ensure accurate documentation of customer issues.
• Engineer Planning:
• Schedule and allocate engineers for service tasks based on skill sets and availability.
• Optimise engineer routes and schedules to maximise efficiency and minimise downtime.
• Ensure engineer absence is managed.
• Job Scope Loading:
• Load job scopes into the system, ensuring all necessary details are captured.
• Assign tasks to engineers and monitor progress to ensure timely completion.
• Engineer Timekeeping:
• Monitor and manage engineer timekeeping to ensure accurate recording of work hours.
• Address any discrepancies and ensure compliance with company policies.
• Customer Liaison and Updates:
• Act as the primary point of contact for customers regarding service updates and inquiries.
• Provide regular updates to customers on the status of their service requests.
• Technical Support Coordination:
• Coordinate technical support for engineers and customers as needed.
• Ensure timely resolution of technical issues and elevate complex problems to the appropriate teams.
• Pricing Estimates/Quotes:
• Prepare and provide pricing estimates and quotes for service tasks.
• Ensure accuracy and competitiveness of pricing to meet customer expectations.
• After estimate acceptance, complete further works (and all jobs) and process job to completion
• Monitor Service KPIs:
• Monitor key performance indicators (KPIs) such as first-time fix rates.
• Implement strategies to improve service performance and achieve KPI targets.
• Manage Standby Rosters:
• Organise and manage standby rosters for engineers to ensure 24/7 service coverage.
• Ensure standby schedules are fair and compliant with labour regulations.

What You Will Bring

• Proven experience in a service controller or similar role.
• Strong organisational and time management skills.
• Excellent communication and customer service abilities.
• Proficiency in using service management software and tools.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Strong problem-solving skills and attention to detail.
• Knowledge of technical support and service operations is a plus.

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• Collaborative and supportive work environment.

We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.