Service Controller
SUMMARY:
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POSITION INFO:
Service Controller
Location: Pietermaritzburg, KwaZulu-Natal
Position Type: Permanent / Full-Time
About the Role
A dynamic office automation client is seeking an experienced Service Controller to manage day-to-day service desk operations, technician dispatch, and customer call logging. In this role, you will be the central hub between clients, field technicians, and internal departments, ensuring fast response times, accurate spares processing, and smooth workshop workflow.
Key Responsibilities
Call Logging & Dispatch: Receive, log, and assign customer service and consumable calls based on priority, geography, and active contract status.
Technician Management: Plan technician daily schedules to meet response time targets and monitor ongoing activity screens.
Inventory & Orders: Process requests for consumables and spares using Yield Management guidelines; issue quotations for IT and chargeable service calls.
Escalations & Communication: Resolve customer inquiries efficiently and escalate delivery or call-load delays to management promptly.
Administration & Reporting: Monitor Cost of Sales, Work in Progress (WIP), and toner yields; track daily, weekly, and monthly operational metrics.
Requirements & Qualifications
Proven experience in a Service Controller, Call Coordinator, or Dispatcher role (preferably within Office Automation, IT, or Field Service industries).
Strong working knowledge of dispatch logic, technician allocation, and geographic routing.
Familiarity with yield management, consumable tracking, and contract verification.
Excellent verbal and written communication skills with strong administrative discipline.
Ability to handle high-volume call logging and multi-task under pressure.
What is Offered
Market-related competitive salary package based on experience.
Stable, fast-paced work environment with opportunities for professional growth.