Major Job Functions:
Understand the needs of the customer / end user and deliver the appropriate resources to execute the request efficiently, delivering an experience that drives loyalty by supervising the end-to-end repair process.(20%)
Supervise the end-to-end repair process from quote to invoice, organising resources both internal and external to accurately close the work order and complete customer invoice. Ensure adherence to service process and procedures to give a consistent extraordinary customer service delivery.(35%)
Identify and qualify all warranty repairs and claim these through the Perkins Portal within the submission time.(15%)
Using customer feedback and key service metrics to continually improve the experience, efficiency and performance of the processes and deliver the desired business performance. (10%)
Manage a team of Engineers, being responsible for their training, goal setting, reviews, and continuous improvements. (20%)
Specific Skills:
Customer Service skills and ability to develop strong customer relations
Excellent planning and organisation skills
Attention to detail
Influencing and negotiation skills
Good interpersonal skills
Good IT skills
Works well as part of a team
Champions health & safety
Knowledge:
Microsoft office
Previous experience of; Navision, Workday, Trimble, Smartsheets, Parts identification through SPI/manuals and Parts ordering through Perkins.com is desirable
DMS systems
Understanding engine/fuel control systems
Warranty process
Commissioning process
Engine/parts knowledge is desirable
Accountability:
Health and safety of engineers and support staff when performing tasks, ensuring it is the highest priority.
Cost effective and efficient solution is delivered ensuring high level of customer satisfaction.
Correct allocation of cost and recovery of expense and committing to first time fix.
Communication to the customer throughout the entire service.
If you would like to be a part of a leading industry distributer for a globally renowned product then apply online today
At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter. Finning is a forces-friendly employer having signed the Armed Forces Covenant, and pledges to treat those who serve or have served in the armed forces, and their families fairly.