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Aftersales & Service Controller

  • Job reference: 929610
  • Location: Dunfermline, Fife
  • Salary: bonus + pension
  • Job type: Permanent
  • Sector: Office & Commercial
  • Date posted: 24/01/2020


Automotive Aftersales and Service Controller


Location - Dalgety Bay, Fife

Salary - competitive and benefits

Our client is a successful and expanding automotive manufacturing business who is seeking a candidate who is passionate about aftersales and customer service whilst possessing the required technical and industry knowledge for this Key permanent appointment.

The primary function of this role is the co-ordination of Service Engineers and others to optimise service response in accordance with agreed company response targets.

Endeavour to maximise customer satisfaction through a flexible and positive approach.

The Service Controller should positively develop a high standard to customer care both individually and as part of a team through a friendly and helpful attitude aimed at achieving first class customer interface.

Be prepared to assist the with Parts, Warranty and Technical Support as appropriate

Relationships and Personal Activities

Directly responsible to:

Line management to:

After Sales Director

Customer Support Administrator

Responsible for:

Co-ordinating service response, providing 1st Class Customer Service

Relationships with

After Sales Director, Field Service Managers, Parts Team Leader, Field Service Engineers, Team Members, Customers

Objectives and Key Tasks:

  • To full comply with all H&S legislation, Company Policies and Company Operating Procedures
  • Co-ordinate Service Engineers and others to optimise service response
  • Responsible for ensuring engineers and others are routed and planned efficiently
  • Develop professional and friendly relationships with customers via telephone support
  • Develop initiatives to improve attention to detail and customer care
  • Pursue opportunities to increase chargeable work and provision of quotations.
  • Control day to day activities of Service Engineers
  • Organise spare parts to meet Service Engineers requirements
  • Public relations
  • Co-ordination of Third Party Repairers (For example Pirtek, Mercedes)
  • Co-ordination of all Maintenance Contracts (Including PHS)
  • Procurement of customers purchase orders
  • Control of warranty repairs carried out Service Engineers
  • Arrangement of special parts orders and requisition of parts from stock
  • Assist with periodic stock checks
  • Any other non defined duties that may be required from time to time

Person Specification


  • Minimum level 3 NVQ standard or equivalent (i.e. City & Guilds level 1 & 2).
  • Know the legal, regulatory and ethical requirements of the automotive industry, ensuring compliance within own area of responsibility
  • Computer literate
  • Knowledge of VOSA requirements
  • Continuous improvement methods
  • Sufficient product knowledge to be effective in resource control
  • Valid Driving Licence

Experience required:

  • Taking personal responsibility to make things happen and overcome barriers
  • Run latest service management real time computer systems
  • In a modern Field Service department


  • Able to communicate, particularly able to effectively liaise / guide customers via telephone in detailed technical matters.
  • Able work without supervision
  • Ability to motivate and lead a small team
  • Able to develop and implement procedures - management of change
  • Good time management, planning and prioritising skills
  • Able to analyse facts and make responsible and informed decisions
  • Able to identify gaps in skills and performance and set corrective measures
  • Carry out company policy with conviction, even if unpopular or met with resistance by team
  • Entrepreneurial flair to recognise opportunities and convert enquiries into field sales
  • Active team player

Our role in supporting diversity and inclusion
As an international workforce business, we are committed to sourcing personnel that reflects the diversity and values of our client base but also that of Orion Group. We welcome the wide range of experiences and viewpoints that potential workers bring to our business and our clients, including those based on nationality, gender, culture, educational and professional backgrounds, race, ethnicity, sexual orientation, gender identity and expression, disability, and age differences, job classification and religion. In our inclusive workplace, regardless of your employment status as staff or contract, everyone is assured the right of equitable, fair and respectful treatment.

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