Job Overview

The Controller will be key in driving the control & day to day operational management of service jobs/ call outs. The focus will be to ensure service jobs are completed to the highest quality for our customers, meeting all agreed internal, external SLAs & Safety KPIs.

Responsibilities

- Customer Ambassador: acting as the face of the GVR to Service customers, ensuring and maintaining service job SLAs are met & exceeded. Managing customer expectations, disruptions, conflicts and owning the customer journey/ experience throughout the service job being completed.
- Service job management: prioritizing service calls (as per contractual SLAs) via the GVR AU service level platform (Astea) and issuing service calls across the necessary channels.
- Resource management: driving & managing resource control across multiple jobs. Ensuring approved resources/ contractors are utilised in job completion or managing on-boarding of new contractors/ resources via GVR AU. policy. Ensuring compliance across OH&S;, budget & company policies. Managing WIP to bring jobs to closure as soon as practicable (preferably by month end) for invoicing purposes. Coordination of vehicle stocktake and reconciliation In conjunction with technician & parts ordering and follow up, in liaison with internal and external parts suppliers / stakeholders.
- Compliance, training & site audits: pro-actively driving & managing all compliance and training requirements for the Technician.



Completion of all agreed (target KPI) site audits, LPOs and Big 5s.
- Continuous improvement & best practise implementation: implementing process improvement and streamlining activities through 'lessons learnt', use of data and customer/ stakeholder/ team feedback.
- Service job reporting, analysis & documentation: tracking & analysis of performance data to address performance issues and implementing solutions to increase productivity. Reporting on metrics and KPI’s, as well as managing completion of all job/ customer associated documentation (service report, safety documents, etc). This includes other Field/ Service oriented administration duties.
- 100% commitment to safety: working safely on the customer site, acting as a representative of Gilbarco Veeder – Root to customers.

Required Skills / Qualifications / Certifications / Tech Stack

Essential

- Any Graduate
- 4-8 years relevant & similar industry experience
- Excellent prioritisation, time management and resource allocation ability
- Strong communication (written, verbal & presentation skills), coupled with confident negotiation and conflict resolution ability
- Highly motivated, a self-starter and robust emotional intelligence
- Ability to conceptualize deployment of solutions and pre-empt issues arising
- Sophisticated communication, stakeholder and customer management ability across negotiation and conflict resolution

📌 Customer Care Executive (Karnataka)
🏢 Vontier
📍 Karnataka