The Service Controller ensures the efficient scheduling, coordination, and monitoring of service operations across Holt JCB depots. They act as the central communication hub between customers, technicians, and management, ensuring compliance, safety, and customer satisfaction while optimising resource use.
Key Responsibilities:
Service Coordination
- Schedule and allocate jobs to technicians based on skills, availability, and location.
- Monitor job progress and update customers proactively.
Customer Communication
- Act as the first point of contact for service queries.
- Provide clear, timely updates on service status, costs, and completion.
Compliance& Safety
- Ensure technicians meet JCB and industry safety standards.
- Track mandatory training and certifications (e.g., HaV Authorised Person Workshop).
Administration& Reporting
- Maintain accurate service records, job sheets, and system entries.
- Generate performance reports (e.g., turnaround times, first-time fix rates).
Continuous Improvement
- Identify bottlenecks and propose process improvements.
- Support initiatives for customer satisfaction and operational efficiency.
