Maintenance Controller


Ref: VR 1218 - Hertfordshire - Competitive

Job type:


Maintenance Controller






Head of Vehicle Operations



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 customers.



  • First point of resolution for vehicle related topics e.g. Breakdown, SMR, Tyre replacement, downtime management.
  • To ensure calls are answered within required KPI’s, 1link worksheets, downtime management cases, Tyre approvals and any other team activity is dealt with efficiently and within agreed SLA’s.
  • To efficiently agree the vehicle SMR & Tyre work that should be conducted by the repairer in the best interests of the business and our 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 to the business.
  • Vehicle Downtime Management; ensure all Downtime Management cases are actioned & completed within required KPI’s. 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 drivers
  • 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 LCV’s ensure all compliance topics are covered for LCV’s 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 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.
  • Manage problematic vehicle cases engaging with drivers, suppliers and manufacture aftersales teams accordingly.
  • Maintaining key supplier relationships and managing performance where required. 


  • 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 & LCV’s) both combustion engine & electric vehicles.
  • Experience of working in a manufacturer’s 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 beneficial but not essential.
  • Advanced mechanical training such as MasterTech (manufacturer specific) beneficial but not essential
  • 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.


  • Forward Thinking
  • Integrity
  • Respect
  • Smart
  • Teamwork


  • 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.

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