17/10/2023

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 Workshop Controller to operate from our Peterborough depot.

KEY PURPOSE OF THE JOB

As the Workshop Controller, you are fully responsible for planning, controlling and delivering overall workshop performance, effectively managing, leading and organising the workshop team and identify training needs.

You are the professional interface between the workshop and the Customer Executive, having a significant impact on customer satisfaction and making a key contribution to the success of the aftersales operation

Ensuring all Mercedes-Benz UK and ICTV standards are met and legal regulations on labour, H&S, quality and environmental protection complied with

To positively represent the company and the Brand both internally and externally.

KEY COMPETENCIES

Managing & Leadership – Motivate and organise a strong team with a shared goal, based on trust and respect

Results Orientation – Identify actions necessary to complete tasks, meet the needs of our customers

Problem Solving – Think creatively to overcome obstacles, deliver solutions that benefit the customer and the business

Interpersonal & Communication – Interact with others in a fair, positive and professional manner and communicate complex technical matters clearly in a customer focused way.

Quality Focused – Ensure a high-quality service at all times and embed a ‘right first time’ culture

ACCOUNTABILITIES

Manage and develop staff, ensuring the team is motivated for optimum productivity and performance.

Ensure job time planning and task allocation for workshop is carried out correctly and pre-determined job times are adhered to.

Highlight and review Vehicle Off Road cases to minimise downtime.

Monitor repair status and if any work is identified that may fall outside completion schedule or additional authority is required liaise with Customer Exec to make sure customer is advised.

Accept repair orders, review and organise work so all resources are fully utilised. Allocate to appropriate skill level and explain customer specific requirements and completion deadline.

Adhere to pre-authorised and agreed prices for workshop services

Handover all necessary documentation to allow Customer Exec to explain works completed

Fully accountable for managing and updating EWIP, taking corrective measures and actions in a timely manner, in conjunction with Kerridge WIP

Ensure Truckfile sign-off within 1 working day to meet compliance requirements

Adjust resource planning in the Dealer Management System to ensure additional hours are assigned

Liaise and support the Parts Department to ensure the correct parts and quantities required are ordered and available before consumables run out

Plan and manage staff holidays and absence, to ensure operational hours are fully covered and minimize disruption to the business

Work with customers and those with difficult complaints to resolve issues swiftly and to the benefit of all parties.

Ensure company HR policies are applied correctly, fairly and consistently and that conduct/performance issues are dealt with without undue delay.

Responsible for all aspects of Health & Safety on site, ensuring appropriate use of PPE at all times.

Ensuring all required technical test equipment and tools are available and ready for use

Ensure workshop facility is maintained to a high standard and repairs are initiated in a timely manner

Ensuring quality control of all completed tasks

Set a professional example at all times when dealing with customers and colleagues

Respond promptly and efficiently to all managerial requests

Complete admin tasks and management reporting to a high standard within agreed timeframes

EXPERIENCE

A Workshop Controller has technical and administrative knowledge, has experience of workshops and understands the connection between quality, customer satisfaction and business success

A Workshop Controller can create a good working atmosphere, enthuses and motivates their team.  They also recognise their own personal development needs, allow others to express an opinion and feedback, and take constructive criticism seriously. They are able to reach target agreements with employees and to monitor the level of target achievement

A Workshop Controller understands the needs of the customer and knows how to meet their expectations

Please be aware that this job description is a guideline only and additional duties may be required as and when prescribed with your supervisor or manager