Key Responsibilities
Call Handling

• Answer and manage incoming service calls promptly and professionally.

• Log service requests and ensure accurate documentation of customer issues.

Engineer Planning

• Schedule and allocate engineers for service tasks based on skill sets and availability.

• Optimise engineer routes and schedules to maximise efficiency and minimise downtime.

• Ensure engineer absence is managed.

Job Scope Loading

• Load job scopes into the system, ensuring all necessary details are captured.

• Assign tasks to engineers and monitor progress to ensure timely completion.

Engineer Timekeeping

• Monitor and manage engineer timekeeping to ensure accurate recording of work hours.

• Address any discrepancies and ensure compliance with company policies.

Customer Liaison and Updates

• Act as the primary point of contact for customers regarding service updates and inquiries.

• Provide regular updates to customers on the status of their service requests.

Technical Support Coordination

• Coordinate technical support for engineers and customers as needed.

• Ensure timely resolution of technical issues and escalate complex problems to the appropriate teams.

Pricing Estimates/Quotes

• Prepare and provide pricing estimates and quotes for service tasks.

• Ensure accuracy and competitiveness of pricing.

• After estimate acceptance, complete further works and process jobs to completion.

Monitor Service KPIs

• Monitor key performance indicators (KPIs) such as first-time fix rates.

• Implement strategies to improve service performance and achieve KPI targets.

Manage Standby Rosters

• Organise and manage standby rosters for engineers to ensure 24/7 service coverage.

• Ensure standby schedules are fair and compliant with labour regulations.
• Qualifications
• Proven experience in a service controller or similar role.
• Strong organisational and time management skills.
• Excellent communication and customer service abilities.
• Proficiency in using service management software and tools.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Strong problem-solving skills and attention to detail.
• Knowledge of technical support and service operations is a plus

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