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JOB TITLE
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Maintenance Controller
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DEPARTMENT
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Operations
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REPORTING TO
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Head of Vehicle Operations
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ROLE OVERVIEW
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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.
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KEY RESPONSIBILITES
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- 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.
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PERSONAL SPECIFICATION
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- 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.
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VALUES
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- Forward Thinking
- Integrity
- Respect
- Smart
- Teamwork
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KEY SKILLS
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- 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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