Service Controller

SUMMARY:
Job Purpose
Assigning of calls to all technician, monitoring of call screen and logging of customer calls.
 
Key Responsibilities & Activities

• Receive and log all customer calls for service and consumables.
• Plan service call response and assign technicians, then monitor activity.
• Log all work orders.
• Assign calls to technicians considering call priority and geographic location.
• Process consumables orders. Use Yield Management guidelines.
• Process all spares needed as per technicians request.
• Ensure that only customers with an active contract receive service.
• Log all pre-installation and installation calls and allocate resources required.
• Escalate any potential or actual call/delivery delays to relevant managers, i.e. excessive call loads or excessively long “open calls”.
• Plan utilization of technicians to achieve all response time targets.
• Ensure that all customer complaints are dealt with efficiently and reported through to management.
• Constant communication with all relevant departments to ensure spares, machines etc. are delivered timeously.
• Ensure that all work orders are closed off with minimum delay after technicians or stores has completed work order.
• Monitor cost of sales and WIP (work in progress).
• Monitor toner yileds and the usage of consumables and parts.
• Quotations to be done for IT and any chargeable calls

• Pending calls, parts outstanding, cost of sale and WIP

• Pending calls, parts outstanding, cost of sale and WIP

• Pending calls, parts outstanding, cost of sale and WIP

POSITION INFO:
Job Purpose
Assigning of calls to all technician, monitoring of call screen and logging of customer calls.
 
Key Responsibilities & Activities

• Receive and log all customer calls for service and consumables.
• Plan service call response and assign technicians, then monitor activity.
• Log all work orders.
• Assign calls to technicians considering call priority and geographic location.
• Process consumables orders. Use Yield Management guidelines.
• Process all spares needed as per technicians request.
• Ensure that only customers with an active contract receive service.
• Log all pre-installation and installation calls and allocate resources required.
• Escalate any potential or actual call/delivery delays to relevant managers, i.e. excessive call loads or excessively long “open calls”.
• Plan utilization of technicians to achieve all response time targets.
• Ensure that all customer complaints are dealt with efficiently and reported through to management.
• Constant communication with all relevant departments to ensure spares, machines etc. are delivered timeously.
• Ensure that all work orders are closed off with minimum delay after technicians or stores has completed work order.
• Monitor cost of sales and WIP (work in progress).
• Monitor toner yileds and the usage of consumables and parts.
• Quotations to be done for IT and any chargeable calls

• Pending calls, parts outstanding, cost of sale and WIP

• Pending calls, parts outstanding, cost of sale and WIP

• Pending calls, parts outstanding, cost of sale and WIP