Service Controller (Major Accounts)

Mitsubishiforklifts; Johannesburg; On-site; ZAR 20 000 - 40 000; Full time

Job summary

Join a forward-thinking company as part of a first-class service control center, dedicated to delivering exceptional customer service and ensuring all breakdowns are handled promptly. In this dynamic role, you will schedule services, coordinate with technicians, and maintain service schedules to meet company KPIs. Your ability to manage time effectively and work under pressure will be key to your success. This position offers the opportunity to make a significant impact on customer satisfaction and operational efficiency within a supportive team environment.

Qualifications

• Grade 12 and call centre training or experience required.
• Relevant computer skills including email and MS Office.

Responsibilities

• Maintain accurate service schedules and coordinate technician dispatch.
• Follow up with customers for feedback and ensure KPI achievement.

Skills

Call Centre Service Admin

Computer Skills (Email, Excel, Word, PowerPoint)

Time Management

Pressure Management

Education

Grade 12

Call Centre Training Qualification

Tools

ADP

Webfleet

CRM Software

Job description

Role Purpose : To be part of a first-class service control center that ensures, responds to, and follows up on all breakdowns, ensuring all customers are handled within company KPIs with professionalism.

Customers should be called back regarding technician response and work completion to their satisfaction. To ensure that all contract, STH, and customer PMA machines are serviced correctly according to the manufacturer's instructions and are completed %. To review all service job cards for additional repairs, ensuring they are carried out promptly for both contract and customer accounts.

To assist the Contracts / Regional Operations Managers and the Internal Parts Co-Ordinator in obtaining valid order numbers.

Experience and Minimum Requirements

• Grade 12.
• Call centre training qualification or at least 1 year of call centre service admin experience.
• Relevant computer skills including email, Excel, Word, and PowerPoint.
• Experience working to and achieving deadlines monthly.
• Ability to work under pressure.

Basic Duties and Responsibilities

• Maintain accurate and up-to-date contract, STH, and customer PMA service schedules on ADP.
• Contact all contract, STH, and customer PMA customers to schedule services, ensuring adherence to manufacturer specifications.
• Use the service app & Webb fleet to open the correct service WIP.
• Schedule technicians after obtaining customer agreement, updating the service app accordingly.
• Follow up with customers and technicians post-service for feedback and additional work.
• Obtain Contract Manager approval for any additional work within the contract and coordinate technician scheduling.
• Collect technicians' service reports, check for additional damage or non-contract work, and coordinate quoting process.
• Follow up to ensure quotes are provided promptly.
• Assist with customer calls, dispatching technicians, and ensuring KPI achievement.
• Record hour meter readings to maintain the service schedule.
• Update CRM with any amendments.
• Plan technicians' work collaboratively to maximize productivity.
• Dispatch technicians effectively using Webfleet, controlling costs and non-productive labor.
• Contact customers after job completion.
• Maintain weekly service schedules on ADP and coordinate parts booking with the Parts Department.
• Write and contact PMA customers to obtain order numbers for services.
• Produce daily overdue services reports and other reports as required.
• Follow company policies and procedures, including the company code of conduct.
• Assist with debtors' queries and contribute to good people management practices.

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