Service Controller

Part of the T H WHITE Group, Palfinger UK is the exclusive UK distributor for Palfinger lorry cranes and Epsilon construction, recycling and forestry cranes and branded ancillary equipment. Palfinger UK is the largest national lorry crane provider that offers in-house assembly, bespoke body-building and servicing for the entire life of the equipment portfolio it represents.

Our Crane division is recruiting for a Service Controller to join the team based in Devizes. Reporting to the Service Control Team Leader, this role is responsible for providing reactive incident and follow up maintenance and asset management to external and internal customers over the phone, ensuring vehicle down-time is kept to a minimum and all stakeholders are kept informed of equipment repair status.

Hours:

07:00 – 16:30 – Monday to Thursday

07:00 – 16:00 – Friday

OR

08:00 – 17:30 – Monday to Thursday

08:00 – 17:00 – Friday

Lunch break – 1 hour

Key duties will include:

• Taking customer calls regarding incidents with cranes, establishing the nature and location of the incident and entering this information into Palfinger UK operating systems
• Arrange for the relevant Palfinger UK Engineer, Workshop or Third-Party Repair Agent to attend the incident within required timescales
• Liaise with internal and external customers to keep them updated with progress
• Plan, schedule and progress workload to ensure optimised use of labour and cost-effective use of field resources, ensuring customer vehicle down-time is managed effectively.
• Provide out of hours phone support on a pro rata basis for emergency roadside breakdowns outside of working hours.
• Provide support and guidance to colleagues –sharing ideas and best practice in order to deliver the very highest levels of customer service and ensure speedy and effective resolution of incidents.

The ideal applicant:

• You will be self-motivated
• You will have excellent communication skills
• You will have excellent judgment and decision making skills
• You will be well organised and able to act in an efficient and timely manner, ensuring all tasks are achieved within agreed timescales
• You will be IT literate with working knowledge of MS Outlook, Word and Excel

What can T H WHITE Group offer you?

At T H WHITE, it is our philosophy to try to do everything we can to ensure that everyone working for us is happy and gets pleasure and satisfaction from their work. We are committed to training and developing our employees to enable them to achieve their maximum potential. We also provide the following:

• Market surveyed salary – reviewed annually
• Employer contributory pension/ death in service cover
• Share Plan
• Division cross-sell incentive scheme
• Staff accounts at every branch with discounted prices
• Extra holiday entitlement – after a certain number of years
• Company sick pay after qualifying period
• Role-specific company clothing/uniform
• Recognition and support for health and work-related well-being

Job Types: Full-time, Permanent

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• Life insurance
• On-site parking

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Devizes: reliably commute or plan to relocate before starting work (required)

Work Location: In person