Service Operations Lead - Engineering & Customer Care

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

Benefits offered by this job

25 days annual leave + bank holidays (

Annual Bonus

Laptop and phone

Up to 5% pension

Healthcare benefits (medical, optical,

Share scheme

Flexible benefits

Job summary

Finning (Ireland) Ltd is seeking a Service Controller to oversee a team of engineers and optimise resources for exceptional customer service. You will coordinate planning, scheduling, and progress tracking while ensuring safety and cost efficiency.

The role focuses on maintaining high service delivery standards, mentoring engineers, and ensuring accurate billing and robust communication with customers and internal teams.

Qualifications

• 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.

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 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.

Skills

Customer service

Planning & organising

Attention to detail

Influencing & negotiation

Interpersonal skills

IT skills

Team player

Education

Foundational Engineering qualification

Tools

DBSi Work order system

Finning Sales Tracker

SAP

FSAT

Vision Link

Masternaut

Cat SIS

1-2-1 application

Product Support dealsheet

Job description

Finning (Ireland) Ltd is seeking a Service Controller to oversee a team of engineers and optimise resources for exceptional customer service. You will coordinate planning, scheduling, and progress tracking while ensuring safety and cost efficiency.

The role focuses on maintaining high service delivery standards, mentoring engineers, and ensuring accurate billing and robust communication with customers and internal teams.