Regional Service Controller

Location: Elland, Halifax

Terberg DTS UK is looking for a Regional Service Controller to join our growing Service department.

What is the job role?

To supervise all maintenance and repair activities within a geographical area. To provide effective customer service and build relationships with both internal and external customers. To action customer repair, maintenance and breakdown requests in a timely and cost effective manner. To monitor and organise all service inspection contracts. To work within a service team and to liaise effectively with all other departments. To prioritise work effectively ensuring all documentation is accurate. To ensure all information is correctly entered into in-house software systems accurately with sufficient and suitable information.

Requirements and what we are looking for

• To take customer calls and log repair notifications.
• To allocate appropriate Field Service Engineer response to meet customer requirements.
• Maintaining established and new contract plans. Ensuring that all scheduled maintenance contracts are managed in a timely and cost efficient manner.
• Liaise with UK service supervisor and Service Manager regarding any issues that may arise.
• Keep customers updated on the reported job progress.
• Deal with day to day queries from both internal and external customers.
• Ensure all jobs are entered onto the appropriate in-house computer system.
• To ensure maximum utilisation of Field Service Engineering resource according to capacity and geographical location.
• To reschedule jobs and resources according to emerging customer needs and resource availability.
• Ensure all service records are received from the appropriate Field Service Engineer and are accurate.
• To ensure that all field service vehicle parts sales are recorded accurately and promptly.
• Provide data and supporting evidence to internal and external customers regarding service work that has been completed and or is outstanding.
• To effectively liaise with customers regarding enquiries.
• To provide further assistance to other team members when requested.
• To work with all departments, particularly with projects that are being explored or implemented.
• Undertake any other duties consistent with the purpose of this job or to support the needs of the business.
• KPI’s to be monitored.
• Effective time management and allocation of resources.
• Effective and efficient planning of Field Service Engineers (including 3rd party Engineers) working hours.
• Effectively manage customer enquiries.
• Monitoring engineers documentation.
• Ensure best practices are used when distributing field service engineer’s jobs.
• Ability to make decisions based on incomplete information which has been filtered through others.
• Confidence to put forward views and contribute to the development of the department.
• Excellent communication skills.
• Excellent planning skills.
• Able to work under pressure.

What do Terberg DTS offer you?

At Terberg you are part of the market leading supplier of specialist vehicles, equipment and support to the UK logistics, distribution, port, industrial, aviation and fire and rescue. The atmosphere in our family business is fantastic and you will work within a motivated team. We offer great benefits including; company pension, life insurance, cycle to work scheme and more. Personal development is important to us so further training and education may be offered so you can excel.

Is this the right career path for you?

Let us know by sending an email to recruitment@terbergdts.co.uk and attach your CV and a brief description of why you want to apply for the role. If you would like more information about the company or the vacancy, Please contact our Internal Recruitment Consultant, Nicky Adl on 01422 257 100.

Royal Terberg Group operates worldwide in the development, production and service of special vehicles and systems for logistics and refuse collection. As a family business, we stand for our people. Based on our core values, we focus on sustainable growth and innovation, which has made us successful for more than 150 years. For example, we have been investing in electrically powered vehicles since 2014 and are testing hydrogen to the full. We want to deal responsibly with our environment so that future generations can continue our success.