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

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.

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)
– 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 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
– Responsible for the efficient and accurate raising of warranty claims to JCB in conjunction with warranty team
– 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


– 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

– 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