Johannesburg: Service Controller (Major Accounts) Johannesburg posted by AtripleA recruitment & temps

About the Role

We are seeking a highly skilled and experienced Service Controller (Major Accounts) to join our team in Johannesburg. As a key member of our service control centre, you will be responsible for ensuring that all customers are handled with total professionalism and that all contract, STH, and customer PMA machines are serviced correctly according to the manufacturer’s instructions.

Key Responsibilities

• Maintain the contract, STH, and customer PMA service schedule on ADP so that it is accurate and up to date.
• Contact all contract, STH, and customer PMA customers to schedule services ensuring that the correct service is undertaken, and the work is carried out within the manufacturer’s specification regarding machine hours or machine time limit.
• Using the service app & Webb fleet open the correct service WIP.
• Once an agreed date and time has been obtained from the customer to carry out the service, schedule technicians using the service app & Webb fleet and ensure that the service app is updated, and the service is carried out.
• Follow up with customer once the service has been completed and record the customers response.
• Follow up with technician once job completed for additional contract work that can be done before technician leaves the customer’s site.
• Obtain Contract Managers approval for any additional work that is within the contract and instruct technician to carry out the work or reschedule technician to do the additional work (together with other Controllers) when machine is available.
• Collect technicians service report the next day and check for additional noncontract/accident damage/or abuse work.
• Record hour meter readings in order to maintain the service schedule on ADP.
• Update the CRM Controller with any updated and or amendments to be done.
• Plan technicians, work in conjunction with Service App Controller, Contract Mangers, Service Admin Manager and Service Manager and to allocate services in order to maximize technicians’ productivity.
• Using Webb fleet tracking system dispatch technicians in the most effective and efficient way controlling costs and non-productive labour.
• Contact all customers once job complete, without exception.
• Maintain the service scheduling system on ADP weekly and ensure that all services are done on time 100%.
• Send a weekly service schedule to the Parts Department on Wednesdays before 12H00 in order to get parts booked for Technicians to collect on Fridays.
• Write and or contact PMA customers and obtain order numbers so that all services can be carried out for these customers.
• Produce the daily overdue services report.
• Produce reports from the Telematic and ego systems as and when required.
• Strictly follow the Service Centre ways of working as revised from time to time by the Managing Director.
• Assist with the collection of excess hours.
• Do own filing.
• Be part of good people management ensuring that you have a formal balanced scorecard and that the required performance reviews are conducted twice a year.
• Follow the company code of conduct and policies.
• Assist the Contract Manger with all debtors’ queries.

Requirements

• Grade 12
• Call centre training qualification or at least 1 years call centre service admin experience
• Relevant computer skills including e-mail, Excel, Word, and PowerPoint
• Used to working to and achieving deadlines monthly
• Must be able to work under pressure

Qualifications

(No qualifications mentioned in the original job description)

Salary & Benefits

(Salary information not provided in the original job description)