Service Controller

Job title: Service Controller

About the Role The role is responsible for end-to-end service coordination, including scheduling, planning and communicating technician activity to relevant staff and customers. It also involves dispatching technicians to breakdowns, services, load tests, PDI, rebuilds, and engineering tasks, and booking all jobs on the mobile tech system.

What You'll Do

• Schedule, plan and communicate service activity to technicians, relevant staff members, and customers.
• Dispatch technicians to attend to breakdowns, services, load tests, PDI, rebuilds, engineering, and book all jobs on mobile tech.
• Facilitate customer calls, complaints, and queries; ensure follow-through and communicate process/results to customers.
• Plan for machines to come to the workshop, assign technicians, and follow through until machine delivery.
• Invoicing completed jobs within 3 working days (ensuring jobs are opened/closed per company standards, accurately and timelously).
• Ensure technicians achieve labour recovery >80% and that the team achieves predetermined targets.
• Foster and maintain dedication to service excellence with timely feedback/communication to customers.
• Process Service and Maintenance Agreements (as required), updating records on the Autoline system.
• Assist team leader/foreman to keep service schedules within set parameters by proper planning and scheduling of technicians/mechanics.
• Provide scheduled (monthly, weekly and daily) and ad-hoc reports as requested by department manager and/or team leader/foreman.
• Process creditors invoices, creating order numbers; submit tax invoices and job cards to customers for chargeable & maintenance work.
• Prepare quotations, submit, follow up with customers and with team leader/foreman to follow up on order numbers.
• Resolve debtors’ queries and follow through until resolved; resolve creditors’ queries and follow through until resolved.
• Weekly GPS amendments for business and private trips.
• Processing of technician overtime, ordering of parts and follow up with relevant suppliers.
• General administrative duties and maintaining/updating information in the database.

What We're Looking For

• Experience coordinating service schedules and dispatching technicians to breakdowns and maintenance; ability to plan and communicate with customers and staff.
• Strong invoicing experience and ability to manage service records, including creditors/debtors processes.
• Proficiency with Autoline system or similar service management software.
• Demonstrated ability to meet targets and maintain labour recovery.
• Excellent customer service and communication skills; capable of handling complaints and ensuring timely follow-up.
• Detail-oriented with solid administrative and data-entry capabilities; able to generate scheduled and ad-hoc reports.
• Willingness to support the supervisor/manager with additional duties as needed.