Service Controller

Service Controller


  • Location Peterborough
  • Salary Competitive
  • Contract Permanent
  • Department Watling JCB
  • Division Service

Job and Person Specification

Service Controller

Peterborough Depot

Responsible to:
Depot Manager

Basic Salary

Company Information:
Watling JCB Limited is a privately owned and owner managed profit making organisation and one of the most progressive JCB Dealerships in the country for the Sales and Customer Support of Construction, Industrial and Recycling & Waste Machinery products.

We look for high calibre, forward-thinking, energetic people with a “can-do” attitude. We want people who thrive in a diverse and challenging work environment, who are receptive to change and who wholeheartedly embrace the opportunity to take responsibility for themselves and the company’s ongoing success.

In such a dynamic and committed workforce, flexibility is essential, and many of our workforce, in accordance to what the job needs, operate with a huge degree of commitment and energy to ensure our long-term strategy to drive the business forward to increase shareholder profitability for ongoing success and growth to remain the JCB Dealer of choice is achieved.

Main Purpose of the Role:
The main purpose of this central role for the organisation is to ensure all correct work practices, procedures and safety precautions are followed at all times to ensure a world-class service to the customer is provided.

This demanding customer facing role will see you assess job priorities and assign them accordingly to the Field Service Engineer team. You will need to make sure that work is carried out on schedule and liaise closely with the Depot Manager and the Sales Department to give feedback on service planning and overall performance.

Occasional liaising with and/or instruction to workshop service employees will be expected. You will need to have a clear understanding of all issues like safety and company rules so that proper procedures are followed at all times for the efficient, effective and profitable running of the field service operation.

Additional responsibilities of this role include such activities as recognising the training needs of your team, developing your staff, mentoring, and providing career coaching; motivating your staff, individually and as a group; understanding and supporting diversity; and establishing an effective and efficient team.

Build strong and positive relationships with customer (and on occasion face to face)
Build and document knowledge about the customer business on an as and when basis
Feedback any important customer information to the Company
Present a professional image and portray a polite and courteous manner at all times
Meet and exceed customer expectations whilst maintaining profitability.
Answer all in-coming calls efficiently (answer with confidence in yourself, in your colleagues and in your Company and take ownership of those calls)
Liaison with Watling parts department to order parts required for workshop tasks
Liaison with Watling parts department to order VOR parts required for workshop tasks
Liaison with service supervisor on efficient use of service engineers
Responsible for ensuring service engineers are efficiently and effectively used to keep machine down-time in the depot to a minimum
Responsible for the efficient and accurate raising of service job cards and sublet numbers
Responsible for ensuring the customer is kept fully updated regarding machine repair work and/or additional work requirements
Ensure all machines are PDI’d and repaired to a high standard and are checked for any faults prior to being dispatched to the customer
Ensure monthly machine stock checks are carried out in accordance with JCB guidelines
Responsible for the efficient and accurate raising of warranty claims to JCB in conjunction with warranty team
Responsible for ensuring all paperwork is efficiently and accurately completed and forwarded to the appropriate department
Responsible for the effective liaison with JCB using the JDS Tech Webb system
Provide telephone assistance to both workshop and field diagnostics and repairs
Responsible for the efficient and accurate invoicing of internal accounts
Responsible for ensuring work-in progress is kept to a one month minimum
General Administration, filing, scanning, faxes, emails and various other
Strictly adhere to company credit control procedures
To ensure all staff operate systems, which maximise customer satisfaction
Appropriate reporting to Management
Carry out all work practices in line with company health and safety policy and adhere to all company policies in accordance with the Company handbook terms and conditions of employment.
Contribute to overall success of Watling JCB through teamwork and good communication within the company
Provide excellent customer service
Any other duties as deemed necessary to fulfil the role

To communicate efficiently and express your ideas clearly and confidently at all levels verbally, in print and via the telephone
Teamwork, ability to work confidently within a group and on own initiative
Time Management, ability to manage time effectively, prioritising tasks and working to deadlines
Drive and determination to get things done, make things happen and continually looking for better ways of doing things
Analysing and Investigating, ability to gather information systematically to establish facts and principles for problem solving
Commercial Awareness, ability to understand the commercial realities affecting the organisation
Flexibility, ability to adapt successfully to changing situations and environments
Initiative and Self-Motivation, ability to act on initiative, identify opportunities and be proactive in putting forward ideas & solutions

Personal Attributes:
Capable of delivering results under pressure and to strict deadlines
Quality focused
Honest, reliable, trustworthy, good time keeper
Ability to be professional, cheerful, co-operative at all times
Ability to be motivated and customer focused
Clean driving licence and good driving record (if applicable)
Full driving, Fork Lift Truck driving licence (training will be provided)

Attractive rates of pay
Pension scheme
22 days paid holiday + bank holidays + 1 day for every 5 years completed service
Contributory medical insurance scheme
Death in service company life assurance
Merchandise purchases at cost
Sickness scheme
Childcare voucher scheme
O2 Employee benefits
Private medical health
Occupational health
Learning and development programmes
Career progression

Working relationships with: (Positions supervised/managed)
Company Board Of Directors
Service Department – Field and Workshop Service Engineers
Parts Department
Sales Department 
Finance / Accounts Department
JCB Manufacturer
Depot Managers
HR Manager

This is a description of the job as it is at present constituted. It is the Company’s practice to periodically examine employee’s job descriptions and to update them to ensure that they relate to the job as it is performed, or to incorporate whatever changes are being proposed. This procedure is jointly conducted by each manager in consultation with the post holder concerned. It is the Company’s aim to reach agreement to reasonable changes, but if agreement is not possible management reserves the right to insist on changes to job descriptions after prior consultation.