Intercounty Truck & Van Ltd has been operating as a Mercedes-Benz franchise for 20 years, covering the five counties of Northamptonshire, Cambridgeshire, Buckinghamshire, Bedfordshire and Lincolnshire with dedicated commercial vehicle dealerships to support our customer base.
Our technicians, sales teams and back office support all share the same goal; to deliver an unrivalled customer experience, adding value through our products and services. Whether you run a single van or hundreds of trucks, Intercounty has the expertise across a diverse customer portfolio to offer the best service.
We are currently looking to recruit an additional Workshop Controller to operate from our brand new site – Dunstable.
KEY PURPOSE OF THE JOB
As the Workshop Controller, you are fully responsible for planning, controlling and delivering overall workshop performance.
You are the skilled interface between the workshop and the Customer Executive to deliver our customer promise.
You have a significant impact on customer satisfaction and make a considerable contribution to the success of the aftersales operation.
You manage, lead and organise the workshop team and associated resources.
You identify training needs for the workshop team.
You ensure all company and manufacturer related processes, standards and legal obligations are met.
Active participation in meetings to review scope of pre-planned works to identify any potential FFV concerns.
Accept the Repair Orders, review and organise work ensuring all resources are fully utilised.
Issue and explain Repair Order specifics, completion deadline and any customer specific requirements, taking into account the necessary skill level.
Monitor repair status and co-ordinate any additional work with the Customer Executive if the identified work exceeds the original deadline or further authority is needed.
Highlight and review all Vehicle Off Road cases daily to ensure vehicle downtime is minimised.
Conduct daily review of scheduled work to ensure all relevant resources are available.
Adjust resource planning in the Dealer Management System to ensure additional hours are assigned or dependant resources secured.
Review and approve completed Repair Orders with respect to all repair operations and compliance documentation.
Handover all necessary documentation to allow the Customer Executive to explain works completed.
Ensure availability of workshop equipment and tools and monitor their correct usage as specified in working instructions.
Monitor compliance in relation to legal requirements within the workshop relating to health and safety and the environment.
Conduct performance evaluations to determine training requirements.
Support the team to improve repair quality and working practices to maximise workshop performance.
SKILLS & EXPERIENCE REQUIRED FOR THE JOB
Experience in Automotive industry involving high customer expectations.
Experience leading and developing a team.
Experience in customer contact and supplier management.
Technical knowledge gained through technical qualification or relevant experience.
Understanding of compliance associated with Heavy Goods Vehicles.
Understanding of the connection between quality, customer satisfaction and business success.
Understanding of connected vehicles.
Basic computer skills as well as general business knowledge.
Knowledge of service-relevant applications (DMS, XENTRY Products and Truckfile).
COMPETENCIES REQUIRED FOR THE JOB
Customer-oriented: you are committed to delivering solutions to meet the needs of customers.
Good communicator: you can communicate complex and technical matters clearly and understandably in a customer-focused way.
Performance-driven: you communicate expectations clearly and use key figures to motivate and lead the team. You implement decisions effectively to achieve agreed company and MBT UK objectives.
Quality-focused: you safeguard a high level of service quality as well as professional and competent communication.
Organised: you work in a well-organised and structured way to prioritise tasks in a systematic manner.
Continual OEM Mercedes Benz Training
Death in Service
22 days holiday + stats
Wellbeing program including Mental Health 1st Aid
Employee Assistance Helpline
Discounts & Shopping Vouchers
Uniform and PPE
Finedon Road Industrial Estate
Broadway Business Park
8 Fingle Drive
Old Station Yard