Midlands Truck & Van
Midlands Truck & Van

Workshop Controller - Wellingborough

Key Purpose

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 MTV 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.
  • 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 compteted 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

Required Knowledge, Skills & Experience

  • Technical and administrative knowledge, has experience of workshops and understands the connection between quality, customer satisfaction and business success
  • Create a good working atmosphere, enthuses and motivates their team
  • Recognise their own personal development needs, allow others to express an opinion and feedback, and take constructive criticism seriously
  • Able to reach target agreements with employees and to monitor the level of target achievement
  • Understands the needs of the customer and knows how to meet their expectations

Required 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

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Head Office: Midlands Truck & Van, 2 Cornwall Road, Cornwall Industrial Estate, Smethwick, Birmingham, B66 2JT

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