Service Controller

Finning International Inc.; Dublin; On-site; EUR 60,000 - 65,000; Full time

Benefits offered by this job

25 days annual leave

Annual bonus

Laptop

Phone

Pension up to 5%

Healthcare

Job summary

Finning (Ireland) Ltd is seeking a Service Controller to lead a team of engineers and optimise resources to deliver outstanding customer service. You will oversee prioritisation, planning, and the progression of service work in a high-volume environment.

The role requires at least 3 years in technical/mechanical engineering, plus strong customer service and planning skills. A comprehensive benefits package is included along with flexible working options where applicable.

Qualifications

• Foundational engineering understanding required.
• Minimum of 3 years' experience in a technical or mechanical engineering role.

Responsibilities

• Understand & respond to customer requests, prioritising their needs with timescales.
• Allocate resources to address customer needs.
• Plan jobs to maximise engineer productivity.
• Manage and control job progress at every stage.
• Liaise to ensure mutual benefit for Finning and customers.
• Open & close work orders accurately to maximise billing accuracy.
• Identify opportunities to address safety reworks alongside repairs.
• Keep all systems up-to-date with accurate job information.
• Direct management of engineers (4-8) with mentoring and 1-2-1 reviews.
• Provide guidance to ensure high customer satisfaction and service profitability.
• Ensure adherence to service processes for exceptional customer service.

Skills

Customer service

Planning

Attention to detail

Influencing

Interpersonal skills

IT skills

Team player

Education

Foundational Engineering understanding

Tools

DBSi Work order system

Finning Sales Tracker

SAP

FSAT

Vision Link

Masternaut

Cat SIS

1-2-1 application

Product Support dealsheet

Job description

Company: Finning (Ireland) 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 the high standard of service delivery. Finning is the world's largest Caterpillar dealership 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.

Salary & Benefits

• €60,000 - €65,000


• 25 days annual leave + bank holidays (purchase additional 5 days holiday)


• Annual Bonus


• Laptop and phone


• The additional benefits attached to this role include a generous reward scheme, up to 5% pension, life insurance, access to the company a share scheme, and healthcare benefits (medical, optical, hearing, dentistry, and physio)


• You will benefit from enhanced maternity and paternity packages, family-friendly policies to support working parents, enhanced flexible working options, support from a team of 40+ Mental Health first aiders, employee wellbeing solutions, the opportunity to support your charity of choice via \"Give As You Earn\", and length of service & recognition awards.

Major Job Functions

• 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 customers’ 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 OEMsi 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.

Specific 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 Engineer’s issues, over attendance, tooling, quality of work, customer care issues, technical issues, parts delivery problems etc. and agree on solutions.

Flexible Working Pattern

• Flexible working pattern between 7am - 6pm weekdays, with a potential for Saturday if required, Direct responsibility for planning, organising and despatching approx.

Working Environment: Office based. 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 including 25 days holiday, company pension scheme, healthcare, company share scheme 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. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter.

About Us

Finning is the world's largest Caterpillar dealer delivering unrivaled 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.