Service Controller - Pietermaritzburg

Zajob; Pietermaritzburg; On-site; ZAR 240,000 - 300,000; Full time

Job summary

Zajob is seeking an experienced Service Controller in Pietermaritzburg to coordinate service activities and allocate technicians according to workload and location. You will monitor calls, manage work orders, and ensure timely service delivery in a busy business services environment.

The role focuses on processing consumables and spare parts requests, maintaining accurate records, and ensuring service is delivered only to customers with active contracts.

Responsibilities

• Receive, record and manage customer service calls and consumables requests.
• Coordinate daily service call response and allocate technicians according to workload and location.
• Monitor service call screens and technician activities to ensure effective service delivery.
• Log, update and maintain all work orders accurately.
• Process consumables orders and spare parts requests.
• Verify that service is provided only to customers with active service contracts.

Job description

An exciting employment opportunity is available for an experienced Service Controller to join an established business services environment in Pietermaritzburg.

The successful candidate will be responsible for coordinating service activities, allocating technicians, monitoring customer calls, managing work orders, and ensuring that service requirements are handled efficiently and timeously.

Responsibilities

• Receive, record and manage customer service calls and consumables requests.
• Coordinate daily service call response and allocate technicians according to workload, priority and geographic location.
• Monitor service call screens and technician activities to ensure effective service delivery.
• Log, update and maintain all work orders accurately.
• Process consumables orders in accordance with applicable yield management guidelines.
• Process spare parts requests received from technicians.
• Verify that service is provided only to customers with active service contracts.
• Record and allocate pre-installation and installation calls, ensuring the necessary resources are arranged.
• Monitor pending calls, outstanding parts and open work orders.
• Escalate potential or actual service delays, excessive call loads and prolonged open calls to the relevant management.
• Assist with technician utilisation and the achievement of service response time targets.
• Ensure customer complaints are handled efficiently and escalated to management where required.
• Maintain regular communication with relevant departments to ensure spares, equipment and other requirements are delivered timeously.
• Ensure work orders are closed off promptly after completion by technicians or stores.
• Monitor cost of sales and WIP (Work in Progress).
• Monitor toner yields and the usage of consumables and spare parts.
• Prepare quotations for IT-related and other chargeable service calls.
• Compile accurate daily, weekly and monthly service reports.