Controller

Job title: Controller

About the Role The Controller will support the Product Support team and technicians to ensure best management practices are followed in all areas of responsibility regarding meeting key performance criteria, service delivery objectives, procedures, and actions, promoting a customer-oriented service and to implement and uphold actions in line with CFAO’s strategic vision. The role focuses on coordinating service activities, scheduling technicians, managing customer communications, and handling invoicing and administrative duties to drive customer-oriented service in South Africa.

What You'll Do

• Schedule, plan and communicate service activities to technicians, staff and customers; assign technicians to attend to services, breakdowns, engineering spray booth, and book all jobs on Mobile Tech.
• Follow up on all WIP jobs in progress daily.
• Facilitate customer calls, complaints and queries; ensure follow-through and communicate process/results to customers.
• Plan and arrange for machines to come to the workshop, assign technician, follow through until machine is delivered.
• Compile monthly sustainability report.
• Invoicing completed jobs within 3 working days (ensuring that jobs are opened and closed as per company standards, accurate and timely).
• Ensure technicians achieve labour recovery >85%.
• Foster and maintain dedication to service excellence in every aspect of work; ensure timely feedback/communication to customers.
• Perform various administrative tasks relating to invoices.
• Assist Product Support to keep service schedules within set parameters by proper planning and scheduling of Technicians.
• Provide scheduled (monthly, weekly and daily) and ad-hoc reports as requested by department manager and Product Support.
• Process creditors invoices, create order numbers; create sundry supplier order numbers and process supplier invoices.
• Submit tax invoices and job cards to customers for chargeable & maintenance work.
• Prepare quotations, submit, follow up with customers and Product Support to follow up on order numbers.
• Resolve debtors’ queries and follow through until resolved; resolve creditors queries and follow through until resolved.
• GPS amendments weekly, business & private trips respectively.
• Process technician overtime, in conjunction with the Product Support.
• Order parts and follow up with relevant supplier.
• Assist with Load test certificates that need to be issued within 2 working days from testing (when required).
• General administrative duties (emailing, filing, reports, etc.).
• Ensure the checking and invoicing of access hours.
• Maintain and update information on database.

What We're Looking For

• Ability to schedule, plan and communicate service activity to technicians and customers; assign technicians; manage jobs on mobile tech.
• Experience following up on work-in-progress (WIP) and keeping stakeholders informed.
• Strong customer-service orientation; ability to handle calls, complaints and queries and communicate outcomes.
• Planning and coordination skills to arrange machines for workshop delivery and technician assignment.
• Experience with invoicing, creditors and debtors processes, quotations, and supplier relationships.
• Ability to generate regular reports (monthly/weekly/daily) and provide ad-hoc information as requested.
• Proficiency with GPS updates, travel planning and documenting business and private trips.
• Strong administrative skills and database maintenance.

Compensation & Benefits

• Not specified in the posting