SERVICE CONTROLLER

Title: SERVICE CONTROLLER

Area: Pietermaritzburg

Industry: Office & Business Services

Ref No.: TRG 2552

Salary: R8,000 R10,000 per month (Neg. subject to confirmation)

Start Date: As soon as possible / Negotiable

Type: Permanent

An exciting employment opportunity is available for an experienced Service Controller to join an established business services environment in Pietermaritzburg.

The successful candidate will be responsible for coordinating service activities, allocating technicians, monitoring customer calls, managing work orders, and ensuring that service requirements are handled efficiently and timeously.

DUTIES & RESPONSIBILITIES:

• Receive, record and manage customer service calls and consumables requests.
• Coordinate daily service call response and allocate technicians according to workload, priority and geographic location.
• Monitor service call screens and technician activities to ensure effective service delivery.
• Log, update and maintain all work orders accurately.
• Process consumables orders in accordance with applicable yield management guidelines.
• Process spare parts requests received from technicians.
• Verify that service is provided only to customers with active service contracts.
• Record and allocate pre-installation and installation calls, ensuring the necessary resources are arranged.
• Monitor pending calls, outstanding parts and open work orders.
• Escalate potential or actual service delays, excessive call loads and prolonged open calls to the relevant management.
• Assist with technician utilisation and the achievement of service response time targets.
• Ensure customer complaints are handled efficiently and escalated to management where required.
• Maintain regular communication with relevant departments to ensure spares, equipment and other requirements are delivered timeously.
• Ensure work orders are closed off promptly after completion by technicians or stores.
• Monitor cost of sales and WIP (Work in Progress).
• Monitor toner yields and the usage of consumables and spare parts.
• Prepare quotations for IT-related and other chargeable service calls.
• Compile accurate daily, weekly and monthly service reports.

REPORTING REQUIREMENTS

Daily Reporting:

• Pending calls
• Outstanding parts
• Cost of sales
• WIP (Work in Progress)

Weekly Reporting:

• Pending calls
• Outstanding parts
• Cost of sales
• WIP (Work in Progress)

Monthly Reporting:

• Pending calls
• Outstanding parts
• Cost of sales
• WIP (Work in Progress)

EDUCATION, QUALIFICATION, EXPERIENCE & SKILLS:

• Relevant Grade 12 / Matric qualification.
• Previous experience in a Service Controller, Service Coordinator, Dispatch Controller, Technical Administrator or similar role.
• Experience coordinating service calls, technicians, work orders or customer service activities.
• Strong administrative and organisational skills.
• Experience working with service management systems, work orders or similar computerised systems will be advantageous.
• Ability to manage multiple service requests and prioritise urgent requirements.
• Experience in a technical, maintenance, equipment, business services or related environment will be advantageous.
• Strong customer service and communication abilities.
• Traceable & contactable references.
• Based in Pietermaritzburg or willing to relocate.
• Professional, reliable and customer-focused.
• Ability to work effectively with technicians, management, customers and internal departments.