Service Controller (Refrigeration) - Durban Umgeni

Hewitt Colenbrander Recruitment / HC Recruit; Durban; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Hewitt Colenbrander Recruitment / HC Recruit seeks a capable service operations professional to manage warranty and non-warranty service requests, ensuring accurate data audits and timely resolutions.

You will coordinate technician scheduling, communicate with customers and dealers, and generate essential documentation such as field job cards and purchase orders, contributing to streamlined service delivery.

Qualifications

• Proven ability to lead a team and drive service quality.
• Strong organizational skills and attention to detail.
• Excellent verbal and written communication with customers and dealers.
• Strategic thinker capable of improving service processes.

Responsibilities

• Manage end-to-end service requests for warranty and out-of-warranty cases.
• Audit and verify critical call data including customer details, models, serials, proofs of purchase and diagnostics.
• Coordinate scheduling for technicians and agents with proactive customer/dealer communication.
• Generate and distribute field job cards and agent purchase orders.

Skills

Team leadership

Highly organized

Interpersonal communication

Strategic thinking

Collaborative teamwork

Job description

Technical Competencies & Experience:

• Manage end-to-end service requests for both warranty and out-of-warranty cases to ensure seamless resolution.
• Audit and verify critical call dataâincluding customer details, equipment models, serial numbers, proofs of purchase, and diagnosticsâprior to logging.
• Coordinate technician and agent scheduling while maintaining clear, proactive communication with customers and dealers.
• Generate and distribute precise documentation, including field job cards and agent purchase orders (POs).
• Oversee inventory logistics by sourcing spare parts and tracking follow-up visits delayed by component availability.
• Monitor service pipelines by tracking open cases, rescheduled visits, repeat service calls, and stakeholder feedback.
• Facilitate commercial resolutions by preparing and validating advanced financial credits (AFC), exchanges, and return requests with complete supporting documentation.
• Reconcile vendor financial documents by auditing agent invoices against original work orders and POs to ensure billing accuracy.

Behavioural Competencies:

• Proven team leadership
• Highly organized
• Exceptional interpersonal and communication skills
• Strategic critical thinker
• Collaborative team player