SERVICE CONTROLLER – Shrewsbury

Gunn JCB Limited; Shrewsbury; On-site; GBP 22,000 - 30,000; Full time

Job summary

Gunn JCB Limited is seeking a Service Controller for their Shrewsbury depot. The role involves supporting the Service Manager, handling customer calls, ordering parts, and managing engineer assignments in a busy office environment. The candidate should have a keen eye for detail, excellent communication skills, and self-motivation. Knowledge in the construction or plant hire industry is a plus. This position requires a proactive approach to exceed customer expectations and ensure smooth operations.

Qualifications

• Experience or knowledge in the construction or plant hire industry is advantageous.
• Proven ability to prioritise workloads and multitask effectively.
• Excellent administrative skills are required.

Responsibilities

• Assist processing breakdowns via call logging system, phone, and email.
• Ordering parts for breakdowns as directed by service controller.
• Communicate with customers about the status of their breakdowns.
• Raise estimates for remedial works following engineers’ diagnostics.

Skills

Organisation

Customer service

Communication

Self-motivation

Attention to detail

Job description

We are currently seeking to recruit a Service Controller to work from our Shrewsbury depot. Working in a busy office environment and reporting to the Service Manager, your primary function would be to support the service controller in the day to day running of the department. Responsible for handling calls, raising job cards, estimates and other service related matters. Working to the highest standards in order to provide our customers with the best service support in the industry is essential. Knowledge of the construction / plant hire industry or similar role is advantageous however self-motivation, organisation, and the desire to exceed customer’s expectations would be the minimum requirement.

Detailed Job Description

• Assist in processing breakdowns received via our in-house call logging system, phone and emails.
• Ordering parts for customer breakdowns & remedial works as dedicated by the service controller.
• Assist in planning and allocating engineers to breakdowns.
• Follow Routine Maintenance and Machine Health Checks to ensure all jobs are raised and planned in a timely manner.
• Ensure all estimates and related documentation is saved on the call log and add any comments to the call as necessary.
• Following the engineers’ diagnostics, raise estimates for remedial works.
• Appoint 3rd parties where necessary to cover breakdowns & raise order numbers upon completion and receipt of paperwork, ensure costs are accurate.
• Communicating with customers, updating them on the status of their breakdowns.
• Sending completed job cards and other paperwork to customers as required.
• Manage and action emails as necessary.
• Some invoicing may be required along with the requested order numbers for completed work.
• Covering for the service controller during holidays or sickness.
• Highly organised with a good eye for detail.
• Self-motivated with a can do attitude.
• Proven ability to prioritise workloads based on their urgency.
• Able to multi task, dealing with a number of different tasks at once.
• Able to work on their own initiative or as part of a team.
• Excellent communicator, customer service & administrative skills.
• Ability to work under pressure and meet deadlines.
• Able to respond to changes in a professional manner, quickly and efficiently.