Service Controller (Major Accounts)

Job Details

Role Purpose

To be part of a first-class service call centre that ensures, response and follow up on all services booked and work planned at sites and that all customers are handled within company KPIs with total professionalism and that customers are called back regarding technician’s response and completion of work to their satisfaction.
To ensure that all contract, STH, and customer PMA machines are serviced correctly according to the manufacturer’s instructions and are completed 100%.
To review all service job cards for additional repairs so that the additional repairs are carried out as soon as possible for both on contract and for the customer’s acc

Experience and Minimum Requirements

Call centre training qualification or at least 3 years call centre service admin experience.
Relevant computer skills including e mail, excel, word and power point.
Used to working to and achieving deadlines monthly.
Must be able to work under pressure

Duties and Responsibilities

Technician Planning, Dispatching and Labour Recovery:

It is imperative that the service and site-based technician work is planned to optimise productive labour and minimise idle time.

Servicing of the AIM, STH and PMA units.

A WIP needs to be opened and the Parts Quoting Specialist needs to be notified to assist with the releasing of parts.
The Customer needs to be contacted to arrange a suitable time and date to complete the repairs or service.
The WIP then needs to be allocated to a Technician, load the WIP on Magnitude and/or the relevant fleet tracking system with the WIP Number, Customer Address, Customer Contact, Customer Telephone Number, Machine Number, and repairs required and the Technician needs to be dispatched to complete the WIP as per the agreed date.
Dispatching of the technician needs to be completed in the most effective and most efficient manner to control costs.
Once the Technician has been dispatched, the Technicians’ movement needs to be monitored on to notify the customer of estimated time of arrival and to contact the customer once the repairs have been completed to ensure customer satisfaction.
Should the technician identify additional work that is within the contract, approval need to be obtained by the Contracts Manager before the additional work is completed. The Customer also needs to be contacted to arrange a sufficient time to complete the repairs.
Should the technician identify additional chargeable repairs, a request needs to be submitted to the Quoting Specialist, and in turn to the Contracts Manafer to obtain a valid Purchase Order from the Customer.
You may not dispatch a technician to attend to chargeable work without a valid Purchase Order having been received by the Customer.
Timesheets and Job Cards neds to be handed in from the Technicians daily. Timesheets and Job Cards need to be submitted by no later than 09.00am and the Timesheets and
Job Cards need to be extracted from the various online platforms (Magnitude/WhatsApp) and saved onto the “Common Share Drive”.
You are responsible of capturing the timesheets daily and to ensure that the labour recovery is balanced on a weekly basis. The labour recovery summary needs to be submitted to the Technicians on a weekly basis to ensure that labour recovery is monitored, and that idle time is minimised and addressed timeously.
On the first day of the month, it’s your responsibility to ensure that all timesheets for the month is captured, balanced, and brought up to date.
The Job Card needs to be reviewed by the Service Controller with the assistance of the Contracts Manager to ensure that additional repairs required or completed is reviewed, scheduled, or quoted for, if it is chargeable work.
Should the technician have used van stock to complete the work, the Parts Quoting Specialist needs to be notified so that the parts are loaded on the WIP.
The Job Card also needs to be checked to ensure that the work completed, aligns to the work which the technician was dispatched for.

AIM, STH and PMA Services:

You are responsible to extract and analyse the monthly service
schedule from ADP.
You are responsible to ensure that all AIM, STH and PMA services are carried out and completed monthly without
exception. Services that cannot be completed needs to be reported in writing to the National Major Accounts Manager with justification for non-compliance.
The AIM, STH and PMA customers need to be contacted in advance to schedule services. You need to ensure that the
service is completed and that the service is carried out within the manufacturer’s specification regarding machine hours or machine time limit. The current service intervals occur at every 500 hours or every 5 months, which ever occurrence happens first.
When the service has been completed, it is imperative to ensure that the WIP is identified as either an A (Minor) or C (Major) Service on the “Vehicle” tab in ADP and to ensure that the correct machine hours are loaded before the WIP is
invoiced.
When invoicing, you also need to select the type of repair as “Servicing” to ensure that the service completed pulls through to the ADP service report.
Should the hours on ADP require adjustment, the CRM Controller needs to be notified in writing to adjust the hours prior to invoicing.
When required, the Service Controller and Contracts Manager need to assist in obtaining excess hours to ensure that the excess hour schedule can be completed on time.
Once the excess hour schedule has been compiled, the Service Controller need to ensure that the services due on hours are planned and completed.
The weekly planned service schedule needs to be emailed to the Parts Quoting Specialist on Wednesdays before 12H00 to get parts booked for Technicians to collect on Fridays.

AIM, STH and PMA Load Tests:

You are responsible to extract and analyse the monthly load test schedule from ADP.
The load test schedule needs to be extracted on a “two months in advance” basis to ensure that the load tests have been passed before the load test expires.
Once the Load Test schedule has been completed, All STH, AIM and PMA customers’ needs to be scheduled for testing with the supplier. Where applicable, the load test quotation with the formal “Masslift Load Test Letter needs to be emailed to the Customer to try and secure a Purchase Order for the completion of the load test.
It is imperative that you monitor the load test emails sent to customers to ensure the importance and risks associated with not completing the load tests on time. “Should the machine not be tested or fail the load test and there is an accident, if we have not submitted this letter to the Customer, we could be held responsible, and this could have serious legal implications for the Company”
Once the Purchase Order has been obtained from the Customer, the Load Test Supplier contacted to arrange the load
test date.
The load testing details needs to be communicated to the Customer prior to final confirmation for testing.
Once the load test has been completed, the load test certificate with the supplier invoice needs to be requested from the
supplier.
Once received, the invoice need to be processed and submitted to the creditors department.
The Service Controller and Contracts Manager will be responsible to forward the load test certificate to the customer regardless of the outcome of the load test (passed / failed).
Should the load test have failed, the Service Controller and Contracts Manager will quote the customer on the repairs
required to get the machine up to standard.
The Service Controller and Contracts Manager will be responsible to obtain a Purchase Order for these repairs from
the Customer.
Once the Purchase Order have been received a technician or supplier will be dispatched to complete the repairs.
Once the repairs have been completed the passed load test certificate will be emailed to the customer by the Service
Controller.
Should the customer refuse to proceed with the repairs, this needs to be reported in writing to the Contracts Manager and Regional Manager correspondence included to assist.
The Service Controller is responsible to ensure that all load test results are saved on the “Common Share Drive” monthly.

Sublets:

You are responsible to follow-up on lead time for the repairs,
invoices, and proof of deliveries.
Once the sublet work has been completed, and the invoices have been received, the Service Controller will GRN the sublet and forward the invoices and POD’s through to the creditors department for payment.
It is important that sublet invoices are sent to accounts within the month of completion to ensure that all costs are allocated and paid within the correct month.
Margins for chargeable sublets > 20%

Costing, Invoicing and Debtors:

Once the work has been completed, the WIP needs to be costed in line with Company Policy and invoiced. The WIP may not be invoiced without all the relevant paperwork being in place.
Completed Internal WIP’s needs to be costed within 4 days, Chargeable work needs to be costed within 15 days.
Costing and invoicing need to occur daily to ensure that the WIP is in line.
It is important that the Service Controller and Contracts Manager monitor their AIM costs to ensure that the team
“budget” for the month is not exceeded.
Internal invoicing for repairs and services completed within the last 4 days of the month can be carried forward to the new month to ensure that the internal budget is not exceeded. WIP’s carried forward needs to be updated on the “Notes” tab in ADP so that the WIP report reflects: “4 Days – Carried Forward” for identification purposes.
All completed repairs, services, and sublets needs to be
invoiced within the month of completion.
The Service Controller are responsible to extract all chargeable invoices on the 1st working day of the month. These invoices need to be saved on the “Common Share Drive” and emailed with the Job Card and Purchase Order to the relevant customers.
The Service Controller will be responsible to assist with the collecting of debtors from time to time with resolving queries.

Other

To extract reports from the Telematic and ego systems as and when required.
To assist with the collection of excess hours.
To 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.
To follow the Company code of conduct and policies.