Service Controller (Oil and Gas) (Aberdeen)

ATTB - The Big Jobsite; Aberdeen City; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading engineering firm in Aberdeen seeks a Service Controller to manage a team of engineers and ensure optimal resources for customer needs. Key responsibilities include job planning, resource allocation, and maintaining service standards. Candidates should have foundational engineering education and strong customer service skills. This permanent role offers a flexible working pattern and a focus on customer satisfaction.

Responsibilities

• Oversee a team of engineers to ensure excellent customer experience.
• Manage and control job progress at every stage.
• Ensure adherence to service processes and procedures.
• Direct management of engineers, mentoring and addressing performance issues.

Skills

Customer service skills

Planning and organising skills

Attention to detail

Influencing and negotiation skills

Good interpersonal skills

Good IT skills, specifically in Microsoft Office

Works well as part of a team

Education

Foundational Engineering understanding and qualification

Minimum of 3 years experience in a technical or mechanical engineering role

Tools

Microsoft Office

DBSi Work order system

Finning Sales Tracker

SAP

Cat SIS

Job description

Overview

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 the high standard of service delivery.

Company: Finning (UK) Ltd

Number of Openings: 1

Worker Type: Permanent

Responsibilities

• Understand & respond to customer requests, assessing & prioritising their need and identifying the actions to take place with agreed timescales. Allocate the most appropriate resources to address the customer29s need.
• Plan all jobs to maximise engineer productivity. Manage and control job progress at every stage. Liaise fully to ensure the job is resolved to the mutual benefit of Finning & our external customer.
• Open & close work orders accurately and consistently to maximise billing accuracy & timeliness. Identify & exploit opportunities to address safety reworks, priority reworks at the same time as the repairs.
• Keep all systems up-to-date at all stages with accurate job information. Load trial information to the Caterpillar OEM Si website. Load internal drives with trial data.
• Direct management of engineers (4-8) mentoring, addressing performance issues and carrying out regular 1-2-1. Provide guidance and mentoring to engineers to ensure delivery of high levels of customers satisfaction whilst maintaining service profitability.
• Ensure adherence to service processes and procedures to ensure consistent extraordinary customer service delivery.

Qualifications & Skills

• Customer service skills and ability to develop strong customer relations
• Planning and organising skills
• Attention to detail
• Influencing and negotiation skills
• Good interpersonal skills
• Good IT skills, specifically in Microsoft Office
• Works well as part of a team

Desirable Knowledge

• Ideally, Advanced level of engineering aptitude
• Gas & Diesel Engine product knowledge
• Good knowledge of mobile and fixed equipment components and systems
• Good knowledge of existing applications and systems desirable (DBSi Work order system, Finning Sales Tracker, SAP, FSAT, Vision Link, Masternaut, Cat SIS, 1-2-1 application, Product Support dealsheet)
• Warranty process
• Commissioning process

Education and Experience

• Foundational Engineering understanding and qualification
• Minimum of 3 years experience in a technical or mechanical engineering role
• Previous experience in a similar role within similar industry environment desirable

Accountability

• Keep internal and external customers fully informed of job progress at all times, ensuring promises and agreed commitments are kept.
• 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 to ensure safe and ISO compliant operations on site.
• Maximise customer revenue for service.
• Control expenses for service including commissioning.
• Manage and control approx. 100 work orders with an average value in the region of 300k per month.
• Ensure First Time Fix, promise date adherence, response times.
• Inform Service Supervisor of work schedule and Engineers issues, over attendance, tooling, quality of work, customer care issues, technical issues, parts delivery problems etc. and agree on solutions.

Working Pattern

Flexible working pattern between 7am – 6pm weekdays, with a potential for Saturday if required. Direct responsibility for planning, organising and despatching approx. [content truncated]

Working Environment

Office based

Equal Opportunity

At Finning we believe that our people are the heart and soul of our company and fundamental to our success. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. 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. We do not discriminate against applicants based on gender, race, ethnicity, nationality, religion, disability, sexual orientation, age, or marital and family status. We are committed to providing reasonable accommodations/adjustments to individuals with disabilities and invite applicants to inform us if an adjustment is required during the recruitment process.