Workshop Controller - Daventry

MAIN PURPOSE OF THE JOB

To achieve the maximum levels of profit for the Company, whilst ensuring 100% customer satisfaction and retention.

To administer the day to day, efficient running of the Workshop Control area and its associated activities.

MAIN JOB FUNCTION

Fairly allocates jobs to technicians

Supervises the accurate time clocking of jobs and daily time keeping of technicians

Times all operations using available standard times laid down

Considers requests for extra time fairly or refers on to management should a dispute arise

Maintains the workshop control flow system efficiently so that accurate information on work in progress is always available to the appropriate staff to ensure customer satisfaction

Seeks work if loading is light

Monitors the finished job so that work requested and work found is all carried out and plans work to be finished on time

Monitors finished work so that all vehicles which require testing/quality checks are passed by the workshop foreman/senior technician

Ensure waiting jobs are processed promptly

Passes accurate updated work in progress to warranty clerk for invoicing

Liaises with warranty clerk to obtain correct standard time operations prior to invoicing

Progresses parts orders

Obtains/oversees authorisations for additional work

Analyses technician training needs

Maintains up to date reference sources

Liaises with Service Manager regarding technician holidays

Consults with the customer to establish their needs concerning authority and timing

Maintains good relations with customers by meeting and exceeding their expectations

Handles service related enquiries over the telephone

Answers overspill calls for the department and site

Answers customer questions regarding technical problems, warranties, services and repairs in an easily understandable and accurate manner, which avoids jargon

Give accurate quotes and estimates for work

Sells additional products to agreed targets

Notify customers of completion of work

Produces invoices

Maintains accurate customer records, ensuring that at every contact the records are checked and that all methods of contact are complete

Process warranty claims to invoice stage

Completes service filing, including job cards, warranty documentation, technical bulletins and any other paperwork

Calms dissatisfied customers, resolves complaints with sensitivity and involves the Service Manager when needed

Attends regular meetings, including health and safety meetings

Ensures all correct health and safety working procedures are adhered to


WHAT THE WORK INVOLVES

1. High level of contact with external and internal customers

2. High level of administration and paperwork

3. Ability to pay close attention to administrative details

4. High level of recordkeeping and routine paperwork

5. Working independently, managing own time and work flow

6. Cash handling

7. Ability to write clearly and to listen a document items accurately

8. A professional appearance and enthusiastic attitude

9. Ability to remain positive in stressful situations

10. High level of telephone contact, including handling multiple calls

11. A varied flow of work according to daily and seasonal trends

KNOWLEDGE REQUIRED

The Workshop Controller must have knowledge of:

The current product range, new models and recent improvement through technical bulletins, training courses and technical magazines

Appropriate telephone techniques and etiquette

Health and Safety policy and procedures

The internal structure and function of the retail facility

Automotive systems, including an understanding of basic vehicle layout, function and location of parts

Invoicing and billing procedures

Warranty guidelines and how to apply them to warranty service orders

General office equipment e.g. telephones, copiers, computer programmes

Retail/wholesale standards and adherence to those standards

Current marketing campaigns

COMPANY GOALS AND EXPECTATIONS

The Workshop Controller must achieve the following standards:

Impeccable personal presentation, including adherence to dress code minimum standards

Maintain good time keeping in all aspects of the role

Achieve 100% error free administration

Achieve 100% customer satisfaction

Demonstrate high levels of motivation and commitment to the role

Maintain a flexible and cooperative approach to the role


Download Application Form

Ref: WCD12

Working hours Monday to Friday 8.00am to 6pm, Saturdays on a rota from 8.30am until 12.30pm, 30 minutes lunch
Location Daventry
Salary £19,000 to £25,000 Per annum, dependent upon experience, plus bonus
Benefits Benefits
Closing date 01/02/2018
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