Technical Service Controller

In this role you will oversee a team of engineers to deliver excellent customer service by efficiently allocating resources and managing the end-to-end service repair process. You will maintain clear customer communication, drive cost-effective service delivery, and uphold safety standards. You’ll lead repair projects from initial service need to closing the work order and invoice, while using data to improve customer experience and performance. This position sits at a leading global Caterpillar dealer with a strong focus on service excellence and profitability.

• competitive salary
• 25 days annual leave + bank holidays (+ optional 5 days)
• Annual Bonus
• Laptop and phone
• Pension up to 7%
• Share Purchase Plan

• Oversee end-to-end service repair process from needs assessment to closing work order and invoice
• Plan and allocate resources to meet customer service needs
• Maintain proactive, transparent communication with customers throughout service delivery
• Lead engineers (4–8), providing mentoring and performance feedback
• Ensure adherence to service processes and safety standards
• Create service quotes up to 3,000 identified tasks for PM/repair/service inspections
• Drive continuous improvement using customer feedback and service metrics
• Focus on delivering the lowest cost of ownership and high customer satisfaction
• Provide cover to ensure service delivery continuity

• Foundational engineering understanding and qualification
• Minimum 3 years’ experience in a technical or mechanical engineering role
• Ability to manage a small engineering team and conduct regular 1-2-1s
• Financially/commercially aware with ability to allocate costs effectively
• Knowledge of mobile and fixed equipment components and systems
• Experience with relevant systems/tools is desirable (see external_tools)

• Strong customer focus
• Good communication
• Organizational skills
• Safety champion
• Knowledge of mobile and fixed equipment components and systems
• Familiarity with DBSi Work order system, Finning Sales Tracker, SAP, FSAT, Vision Link, Masternaut, Cat SIS, 1-2-1 application, Product Support dealsheet