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Finning (UK) Ltd 1 Permanent As a Service Controller you will oversee a team of engineers and ensure an excellent customer experience by optimising the resources to meet the customer needs efficiently whilst maintaining the high standard of service delivery Rollo has a long, established and successful heritage in the construction plant and power generation industries. As a part of the Finning Group, Rollo has access to the skills and expertise of one of the premium service providers in the plant and power generation industry, benefiting from world-class facilities and the latest industry technology Benefits • A competitive salary, • 25 days annual leave + bank holidays (purchase additional 5 days holiday), • Annual Bonus, • Laptop and phone, • The additional benefits attached to this role include a generous reward scheme, up to 7% pension, life insurance, access to the company a share scheme, and healthcare benefits (medical, optical, hearing, dentistry, and physio), • You will benefit from enhanced maternity and paternity packages, family-friendly policies to support working parents, enhanced flexible working options, support from a team of 40+ Mental Health first aiders, employee wellbeing solutions, the opportunity to support your charity of choice via “Give As You Earn”, and length of service & recognition awards. Major Job Functions • Understand & respond to customer requests, assessing & prioritising their need and identifying the actions to take place with agreed timescales. Allocate the most appropriate resources to address the customers’ need., • Issue completed trial pack to the boat builder. Issue acceptance or trial failure letter to the boat builder., • Plan all jobs to maximise engineer productivity. Manage and control job progress at every stage. Liaise fully to ensure the job is resolved to the mutual benefit of Finning & our external customer. Contact within Finning to receive ‘Trial Request’ from Cannock and allocate engineers accordingly., • Open & close work orders accurately and consistently to maximise billing accuracy & timeliness. Identify & exploit opportunities to address safety reworks, priority reworks & PM servicing at the same time as the repairs., • Keep all systems up-to-date at all stages with accurate job information. Load trial information to the Caterpillar OEMsi web site. Load internal drives with trial data., • Direct management of engineers (4-8) mentoring, addressing performance issues and carrying out regular 1-2-1. Provide guidance and mentoring to engineers to ensure delivery of high levels of customers’ satisfaction whilst maintaining service profitability. Specific Skills • Customer service skills and ability to develop strong customer relations, • Planning and organising skills, • Attention to detail, • Influencing and negotiation skills, • Good interpersonal skills, • Good IT skills, specifically in Microsoft Office, • Works well as part of a team Knowledge • Gas & Diesel Engine product knowledge, • Understanding engine/fuel control systems, • DBSi system skills, • Parts identification through SIS/manuals, • Parts ordering through SAP, • Warranty process, • Commissioning process Accountability • Keep internal and external customers fully informed of job progress at all times, ensuring promises and agreed commitments are kept., • Awareness of health, safety & environmental requirements to ensure safe and ISO compliant operations on site., • Maximise customer revenue for service., • Control expenses for service including commissioning., • Manage and control approx. 100 work orders with an average value in the region of £300k per month., • Inform Field Service Supervisor of work schedule and Engineer’s issues, over attendance, tooling, quality of work, customer care issues, technical issues, parts delivery problems etc. and agree on solutions. Education and Experience • Apprentice-trained engineer with 5 years’ experience, • Customer contact experience, • Planned and organised major repair work, • Problem diagnostic experience in terms of both customer and engineer, • Commissioning of Products into the pleasure boat industry, • Experience in a similar role within a similar industry Working Environment Office based Flexible working pattern between 7am – 6pm weekdays, with a potential for Saturday if required, Direct responsibility for planning, organising and despatching approx. 25 regional field engineers. At Finning we believe that our people are the heart and soul of our company and fundamental to our success. Our employees are rewarded with an attractive all-round benefits package including 25 days holiday, company pension scheme, healthcare, company share scheme and various flexible benefits. If you would like to work for a global organisation offering industry leading training and a competitive package, then apply online today! At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter. Finning is a forces-friendly employer having signed the Armed Forces Covenant, and pledges to treat those who serve or have served in the armed forces, and their families fairly.

Finning (UK) Ltd 1 Permanent The Customer Service Controller role is to drive an outstanding customer experience by optimising the resources to meet the customer needs efficiently whilst maintaining the desired service business performance. Finning Power Rental is a leading provider of temporary and emergency power solutions to hire and rent across the U.K. and Ireland. As part of the Finning group, we are the largest global dealer of Cat® products and services. Major Job Functions: • Lead service engineering team by understanding & responding to customer requests, assessing & prioritising their need and identifying the actions to take place with agreed timescales. Support fleet availability by ensuring processes are adhered to and inspections, repairs and servicing/maintenance is performed in a timely manner and all data is recorded and up to date (20%), • Plan all jobs to maximise engineer productivity and driving asset utilization. Allocating the most appropriate resources to address the customers’ needs (20%), • Manage and control job progress at every stage. Drive 5-star contamination control practices through audits and operational best practice (5%), • Liaise fully to ensure the job is resolved to the mutual benefit of Finning Power Rental & our external customer (15%), • Open & close work orders accurately and consistently to maximise billing accuracy & timeliness.(5%), • Identify and exploit opportunities to address safety reworks, priority reworks and servicing/maintenance at the same time as the repairs. Keep all systems up-to-date at all stages with accurate job and fleet information. (5%), • Timely up-loading of internal drives with data (10%), • Drive employee engagement in line with agreed business targets driving a consistent approach through the team, using the employee engagement survey as a guide (10%), • Implement procedural changes ensuring that security of site, people & equipment is maintained to the highest standard. Drive safe practices in the team through H&S adherence. Ensure completion of Toolbox Talks, Safe on Sites and Logincident reporting (10%) As a Finning Employee you will receive: • A competitive salary, • 25 days annual leave + bank holidays (purchase additional 5 days holiday), • Annual Bonus, • Laptop and phone, • The additional benefits attached to this role include a generous reward scheme, life insurance, access to the company a share scheme, and healthcare benefits (medical, optical, hearing, dentistry, and physio), • You will benefit from enhanced maternity and paternity packages, family-friendly policies to support working parents, enhanced flexible working options, support from a team of 40+ Mental Health first aiders, employee wellbeing solutions, the opportunity to support your charity of choice via “Give As You Earn”, and length of service & recognition awards. Specific Skills: • Customer Service skills and ability to develop strong customer relations, • Excellent planning and organisation skills, • Attention to detail, • Influencing and negotiation skills, • Good interpersonal skills, • Good IT skills – Excel, Teams and Outlook essential, • Works well as part of a team, • Champions health & safety, • People leadership Knowledge: • Diesel generator product knowledge, • Understanding engine/fuel control systems, • M3/INFOR system skills – training will be given, • Parts identification through SIS/manuals, • Parts ordering through part.cat.com, • Warranty process, • Commissioning process Accountability: • Keep Internal and external customers fully informed of job progress at all times, ensuring promises and agreed commitments are kept., • Awareness of health, safety & environmental requirements to ensure safe and ISO compliant operations on site., • Maximise customer revenue for service., • Control expenses for rental projects and the branch. Manage and control all rental projects., • The communication to the service engineering team, yard technicians and the wider team of work schedule and Engineer’s issues, over attendance, tooling, quality of work, customer care issues, technical issues, parts delivery problems etc. and agree on solutions. If you would like to be part of an industry leading organisation then apply online today At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter. Finning is a forces-friendly employer having signed the Armed Forces Covenant, and pledges to treat those who serve or have served in the armed forces, and their families fairly.

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