Field Service Operations Controller

Working closely with the team in order to create high levels of morale and focus to ensure that work is completed in a timely manner and with excellence in quality.
Effective communication with the Service Controller, Parts and CSR’s to ensure that technicians have valid job specifications and time budget prior to work commencing. Ensuring that customer expectations are managed at all times by working with each stage of the Genuine Volvo Service process.
Maximising the shifts performance through effective problem solving, coaching and development.

EDUCATION & EXPERIENCE:

Responsibilities:

Manage a team of Supervisors and technicians, ensuring that work is carried out as efficiently as possible. To ensure that you and your team are following the Genuine Volvo Service Process Maps Proactively select and develop lead/master technician to be able to stand in for specified supervisory tasks during times of peak activity. Development of the technical team including appraisals, training path’s and development Agree resource plans with Workshop Supervisors (and actions to handle peaks in workload) and anticipate resourcing issues in advance, including effective holiday management. Ensure technicians are fully briefed on job requirements and budgets (VST times, contract/warranty requirements) per up-front job specifications Manage workshop work-in-progress versus job specification time budgets (VST times) and provide timely updates on progress to CSR (or customer when out of hours Manage job issues / problems in real time to control the quality of the repair and minimize variances versus budgets (VST times)Provide diagnostic and technical assistance to technicians to speed fault diagnosis and accurately specify repair solutions Specify repair solutions to facilitate the production of quotes / works orders using chassis-specific IMPACT job content / packages (VST / parts)Specify repair solutions for defects / minor defects found during service or other planned work Ensure Volvo time recording procedures are complied with including correct use of X codes as per productivity policy and including accurate payroll input. Ensure timely hand over of completed, fully specified jobs to CSR for invoicing Carry out effective shift hand over including any outstanding repair order and customer issues Check that all work is supported by formal customer authorization prior to starting Ensure the shift team work to the criteria laid down in the Company Health and Safety policy Be responsible for the Workshop environment, Volvo Special tools and equipment used during the shift, report and acting on any deficiencies. Building quote’s for customers (including internal), liaising with Parts as part of this process. Resolving general customer queries relating to service, including invoice queries. Supporting other area’s of the business where required to ensure the effective management and success of the site. Support and assist other team members.  Any other duties that may be reasonably assigned by your manager.