Service Controller

Pronel Personnel; Pietermaritzburg; On-site; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Competitive salary

Career growth opportunities

Job summary

Pronel Personnel is seeking a Service Controller in Pietermaritzburg to manage day-to-day service desk operations, dispatch technicians, and log customer calls. You will serve as the hub between clients, technicians, and internal departments to ensure fast responses and accurate spares processing.

The role emphasizes coordinating schedules, managing consumables and quotes, and maintaining workshop workflow with attention to contract status and service levels.

Qualifications

• Proven experience in a Service Controller, Call Coordinator, or Dispatcher role (preferably in Office Automation, IT, or Field Service industries).
• Strong working knowledge of dispatch logic, technician allocation, and geographic routing.
• Familiarity with yield management, consumable tracking, and contract verification.
• Excellent verbal and written communication skills with strong administrative discipline.
• Ability to handle high-volume call logging and multi-task under pressure.

Responsibilities

• Call Logging & Dispatch: Receive, log, and assign customer service and consumable calls based on priority, geography, and active contract status.
• Technician Management: Plan technician daily schedules to meet response time targets and monitor ongoing activity screens.
• Inventory & Orders: Process requests for consumables and spares using Yield Management guidelines; issue quotations for IT and chargeable service calls.
• Escalations & Communication: Resolve customer inquiries efficiently and elevate delivery or call-load delays to management promptly.
• Administration & Reporting: Monitor Cost of Sales, Work in Progress (WIP), and toner yields; track daily, weekly, and monthly operational metrics.

Skills

Dispatch logic

Technician allocation

Geographic routing

Yield management

Consumable tracking

Contract verification

Communication skills

Administrative discipline

Multi-tasking

Job description

Service Controller

Location: Pietermaritzburg, KwaZulu-Natal

Position Type: Permanent / Full-Time

About the Role

A dynamic office automation client is seeking an experienced Service Controller to manage day-to-day service desk operations, technician dispatch, and customer call logging. In this role, you will be the central hub between clients, field technicians, and internal departments, ensuring fast response times, accurate spares processing, and smooth workshop workflow.

Key Responsibilities

• Call Logging & Dispatch: Receive, log, and assign customer service and consumable calls based on priority, geography, and active contract status.
• Technician Management: Plan technician daily schedules to meet response time targets and monitor ongoing activity screens.
• Inventory & Orders: Process requests for consumables and spares using Yield Management guidelines; issue quotations for IT and chargeable service calls.
• Escalations & Communication: Resolve customer inquiries efficiently and elevate delivery or call-load delays to management promptly.
• Administration & Reporting: Monitor Cost of Sales, Work in Progress (WIP), and toner yields; track daily, weekly, and monthly operational metrics.

Requirements & Qualifications

• Proven experience in a Service Controller, Call Coordinator, or Dispatcher role (preferably within Office Automation, IT, or Field Service industries).
• Strong working knowledge of dispatch logic, technician allocation, and geographic routing.
• Familiarity with yield management, consumable tracking, and contract verification.
• Excellent verbal and written communication skills with strong administrative discipline.
• Ability to handle high-volume call logging and multi-task under pressure.

What is Offered

• Market-related competitive salary package based on experience.
• Stable, fast-paced work environment with opportunities for professional growth.