Regional Service Controller

21 Jun 2022
19 Jul 2022
Contract Type
Full Time
Reporting to the Senior Regional Service Controller, the service controller is responsible for the daily control of the service resources in order to maintain a high level of productivity, quality and repair.

Ensure the service department runs effectively whilst achieving all KPI objectives including but not limited to cost control, service compliance (service booking, breakdowns, invoicing and further work), warranty claims, productivity and full compliance to Health and Safety standards.


To promptly answer all incoming telephone calls
To allocate the appropriate engineer to fulfil customer requirements.
Minimise customers' down time by scheduling and obtaining service and repair work in support of the attainment of all service, financial and business development targets in a safe, ethical, and professional manner. A Service Planner system is used to ensure work allocation is optimised.
Ensure purchase orders are given at the start of the job and updated as needed during the life of the job.
To ensure they is an OOH Hand over / in and to action any updates needed.
Booking the required number of services per day as per set objectives
Use the NCX planner to book due services any other in-house customer service planners.
Where needed use sub-contractors and ensure the recharge is invoiced in a timely manner.
To report daily VOR's to the Senior Service Controller
Timely processing of Service documentation to ensure smooth invoicing process.
Ensure all repairs or advisories found on service are followed through and carried out.
Once further work has been estimated and authorised by customer, liaise with OEM/parts department to ensure accurate ETA of parts. At times, these parts would be manufactured to vehicle specific with extended ETA of parts, on these occasions fully update and communicate with customer managing expectation. In case of long ETA escalate to BU management to follow through with OEM or look at alternatives to be enable delivery of an exceptional customer experience.
Invoice completed work on day of completion and at pre-agreed price for work done.
Ensure customers are updated and communicated with throughout the life of the job.
Always striving to ensure efficiency of engineering resource is obtained on behalf of MFS. Use of overtime is only used when such cases are rechargeable to the end user.
Responsible for ensuring timely and accurate recharge of warrantable parts and labour.
Where claims are subject to time limits such as TK (35 days) ensure that all claims are processed and returned within this allotted time
Challenge or escalate any rejections from OEM to the warranty team to challenge or process a sympathetic warranty case. If there is no recourse to the manufacturer ensure all rejected cases are recharged to the end user with OEM rejection reasons
Be proactive in recognising trends that are occurring within OEM parts failures and escalating to BU management to proactively work with OEM and customers alike at reducing failures.
Ensure that all queries and tasks are dealt with efficiently and with professionalism.
To perform other duties appropriate to the general character of the position, as required.
Ensure adherence to company procedures in line with Company policies, Health and Safety procedures and ISO 9002 quality standards.
Ensure that all queries and tasks are dealt with efficiently and with professionalism.
Ensure that costs are sent to the customer in a timely manner as set out in SLA's.
To ensure that Key Performance Indicators (KPI's) are met, demonstrating sound planning and control skills in order to achieve and exceed these targets and developing operations to ensure continual improvement.
To build rapport, develop trust and respect from both internal and external customers.
To assist with the call out rota's and in doing so achieve KPI targets for 60/90 ETA, first time fix rate & reduced subcontract work.
Ensure customers are updated and communicated with throughout the life of the job.
In collaboration with other colleagues, ensure a safe working environment is maintained.
Maintain good working relationships with local suppliers to promote value for money and long term mutually beneficial partnerships.
Ensure compliance with ISO9001 quality standards and TK PTE accreditation


GCSC level education

NVQ level qualification
Electrical qualifications/certification would be an advantage.
Mechanical/Engineering certification would be an advantage.

Kerridge working knowledge.

Warranty process experience
Experience in customer services related role.
Site coordination experience, including responsibility for facilities, communication, and H&S.
Knowledge of site engineering processes, including PPE, vans, tools, parts.
Computer literate to an adequate standard in Microsoft applications
Excellent verbal and written communication skills
Basic Mathematics & English
To work on own initiative/unsupervised

Track record of interacting and communication with customers at all levels.
Relevant experience of service, repair & breakdown of ThermoKing equipment


Holds a full UK driving license (essential)
To work at various locations if business needs dictate