Service Controller

About the Role

Join our team at Trane Technologies, a global leader dedicated to delivering comfortable, sustainable, and efficient climate solutions for buildings, homes, and transportation. Our commitment to sustainability drives everything we do, pushing us to innovate for a better future. We invite motivated individuals to be part of this mission by taking on the Service Controller role.

Location

This position is primarily based on-site in Sittingbourne, Kent, with consideration given to candidates located in PE20 3AN, Bicker, Lincolnshire. The role requires five days per week on-site presence.

Key Responsibilities

• Answer incoming service calls promptly and professionally, documenting customer issues accurately.
• Plan and assign engineers to service tasks depending on their skills and availability, optimising routing and schedules for maximum efficiency.
• Manage engineer absences and load detailed job scopes into the system to track assignment progress and timely task completion.
• Monitor engineers’ timekeeping, ensuring precise work hour recordings and handling any discrepancies in line with company policies.
• Serve as the main contact for customers, providing regular service updates and addressing inquiries.
• Coordinate technical support between engineers and customers, escalating complex problems appropriately to guarantee timely resolutions.
• Prepare accurate and competitive pricing estimates and quotes for service tasks; follow through with job completions after estimate approvals.
• Track and analyse key service KPIs, including first-time fix rates, and develop strategies to meet or exceed these targets.
• Organize and manage standby rosters to ensure continuous 24/7 service coverage, maintaining compliance with labour regulations and fairness.

Candidate Profile

• Experience in service controller or a similar operational role is required.
• Exceptional organisational and time management capabilities.
• Strong communication skills and a customer-focused approach.
• Proficiency in utilizing service management software and related tools.
• Effective multitasking and composure under pressure.
• Detail-oriented with excellent problem-solving abilities.
• Understanding of technical support and service operation processes is advantageous.

Benefits and Inclusion

• Attractive salary package including competitive pay and benefits.
• Opportunities for career advancement and professional growth.
• Supportive and teamwork-focused workplace culture.
• We uphold equal opportunity employment practices, providing fair consideration regardless of race, color, religion, sex, gender identity, sexual orientation, age, national origin, disability, veteran status, or other legally protected status.