Senior Technical Controller
Normanton
Type: Permanent, Full-time
Working hours: Mon – Fri, 8am – 5pm.
Job Function: We are seeking a highly skilled and experienced Senior Technical Controller to lead our team of Technical controllers. The ideal candidate will be responsible for managing a team that handles inbound breakdown and repair calls/emails, organising engineer visits, and ensuring efficient and effective resolution of all breakdown incidents. This role requires strong managerial skills, a deep understanding of breakdown processes, and the ability to maintain high standards of customer service.
Reporting to: Breakdown & Service Manager
Liaising with: Operations team, Head Office staff, Customers, FSE’s, External Engineers & Suppliers
Responsibilities:
- Lead the team of Technical Controllers while continuing to manage your current workload.
- Train and develop the team’s expertise in Telemetry systems.
- Enable the team to handle reactive Telemetry issues effectively while focusing on proactive Telemetry tasks to prevent future problems.
- Analyse and reduce current welfare breakdown costs.
- Coordinate with FSEs to ensure the team is informed about part orders and can schedule return visits efficiently.
- Serve as the primary point of escalation for complex issues
- Conduct regular one-on-one meetings (121's) with team members, providing quality checks, feedback, and coaching.
- Ensure adherence to quality standards and continuous improvement of team performance.
- Development in automation
- Assisting and upskilling FSE’s when facing difficulties with telemetry issues
- Helping Depots to ensure units are in the best condition before leaving the depot
- Management of SIM cards relating to breakdowns
Requirements:
- Proven experience in breakdown and repair management.
- Strong leadership and managerial skills with the ability to coach and develop a team.
- Excellent organisational and communication skills.
- Ability to handle high-pressure situations and make quick decisions.
Benefits:
- 25 days holiday plus bank holidays per year
- Life Insurance (2.5x annual salary)
- Company Referral Scheme (up to £1000 awarded)
- Company Cycle to Work Scheme – we buy the bike and you pay us back saving your NI
- Long Service Award – gifts, hampers, vouchers and more for long service
- Enhanced Company Pension Scheme (up to 5%, and via salary sacrifice where applicable)
- Medicash is our Healthcare Cash Plan (including access to virtual GP, and discounted prices at selected retailers and gyms)
- Learning & Development culture (professional qualifications, access to apprenticeships and more)
