Vehicle Maintenance Controller
Location
Watford, Hertfordshire | United Kingdom
Job description
Client Overview:
Our client is a leading provider of vehicle leasing services across the UK. With exciting commercial backing, they continue to deliver exponential growth year on year and are looking to growth and strengthen their hugely successful and motivated teams. As an award-winning business, they offer a fantastic set of benefits and opportunity for development.
Overall Objective and Scope:
Responsible for the co-ordination of vehicle specific topics with drivers, vehicle repairers and other suppliers to ensure a cost effective, and customer focused experience.
Key objective is the delivery of the effective cost management and an exceptional customer driver journey for the clients customers.
Key Duties and responsibilities:
- First point of resolution for vehicle related topics e.g. Breakdown, SMR, Tyre replacement, downtime management.
- To ensure calls are answered within required KPIs, 1link worksheets, downtime management cases, Tyre approvals and any other team activity is dealt with efficiently and within agreed SLAs.
- To efficiently agree the vehicle SMR & Tyre work that should be conducted by the repairer on the best interests of the client and the driver.
- Manage, approve and audit all SMR (service, maintenance & repair) and Tyre requests ensuring adherence to the Maintenance Policy.
- Ensure all transactions are approved at the lowest possible cost price.
- Vehicle Downtime Management: ensure all Downtime Management cases are actioned & completed within required KPIs. Key focus to ensure the vehicle off road time is minimised with vehicles being returned to the road in a timely manner, ultimately to minimise disruption to driver.
- Engagement with breakdown providers, SMR repairers (franchised/independent) & vehicle manufacturer aftersales customer service teams to ensure drivers are kept mobile with the provision of a relief vehicle.
- Liaising with manufacturer after sales, customer service departments and dealership to ensure swift delivery of service, keeping vehicle off road time to a minimum and maximising goodwill support and relief vehicles.
- For LCVs ensure all compliance topics are covered for LCVs with ancillary equipment including the management of Breakdown and SMR vehicle off road times.
- Be the subject matter experts for vehicle related topics and provide a supportive role to all other Tusker teams, to ensure a high level of customer service in all areas regarding maintenance control.
- Maintain product knowledge to enable efficient authorisation and repair of vehicles without being overcharged. Including the use of third-party technical data systems.
- Support with CH quoting when required for example during busy periods and holiday/sickness cover.
Personal Specification:
- Strong customer service orientation & telephone negotiation / persuasion skills.
- Excellent communication skills with a confident and polite telephone manner
- Extensive knowledge of the repair and maintenance of motor vehicles (Cars & LCVs) both combustion engine & electric vehicles.
- Experience of working in a manufacturers franchised dealership in both workshop & service desk environments.
- Experience of working in a cost approval & audit function either in a lease co. or other similar organisation.
- Qualifications including GCSEs; English and Maths. Relevant Technical qualifications for motor vehicle SMR. Motor Mechanics NVQ 1, 2 & 3, City & Guilds or equivalent.
- Advanced mechanical training such as MasterTech (manufacturer specific)
- High level of competence in Excel.
- Team player with strong organisational skills.
- A proven ability to plan, problem solve and prioritise.
- Ability to work well under pressure.
- Self-motivated, driven, strong attention to detail with a flexible approach.
Key Skills:
- Highly motivated and enthusiastic.
- Honest.
- Acts with Integrity.
- Holds a can-do attitude.
- Strong relationship skills.
- Excellent people management abilities are a must.
- Problem solving skills.
- Calm and professional.
- Intelligent manner.
- Works well under pressure.
Values:
Upholds the companies value for working in a forward-thinking manner, delivering results through integrity and the use of respect . Works smart to improve the future business as an individual and through great teamwork .
Job tags
Salary
£32.37k per annum
