Service Controller - Pietermaritzburg

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.

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.

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