Breakdown Controller - Coventry

at  Fraikin

COMPANY

At Fraikin our Vision is simple and clear: We will Enable the mobility of goods and people through our services of fleet management to deliver a better day.

This means our focus is:

• Faster and agile fleet management
• Operational excellence
• Capture long term profitable customers
• United Group for stronger market leadership
• Secure our great people and our assets

We value the talents and ideas of everyone on our team, especially our new hires. We can’t wait to see what you’ll make happen.
Our services provide a full range of solutions to enable Total Fleet Mobility including Contract Hire of bespoke commercial vehicles, Short term rental and Fleet Management. It is an exciting time to be in our sector as we navigate through the journey of alternative fuels and digital transformation. We have customers from across the spectrum including small fleet customers up to multivehicle fleets of 100 plus. We are proud of our people and the history of our Company, we are always looking for people who want to work with us to achieve success together. Come and join us!

ROLE

We are currently recruiting for a Breakdown Controller to join our team based at our Head Office in Coventry.
The main requirements of this role are to ensure that vehicle breakdowns, defects and tyre incidents are managed on a best cost, service level and quality basis. To ensure incidents are in the first instance fully evaluated before the appropriate course of action is applied.
Our Breakdown Controllers will work with our network of Fraikin owned workshops, our main dealer network & independent garages to make sure breakdowns, defects & tyre incidents are fully evaluated before the appropriate course of action is applied. To maintain a high customer service level & manage costs. As a team of experts in maintenance, we take pride in making the right decisions first time every time. As a Controller you will be authorising and controlling the cost of all relevant work to our customer’s vehicles in line with our standards and agreements.

GENERAL RESPONSIBILITIES

You will be working in an office environment where you will provide technical support to customers, both internal and external, over the telephone. Effective communication is key to ensure vehicle issues are resolved allowing our customers to be on the road as much as possible.

• Delivery of cost effective breakdown and tyre solutions to satisfy customer needs within Fraikin maintenance budgets and agreed customer service KPIs.
• Adhere to all statutory requirement regarding fire, health, safety and hygiene.
• Participate in cross / multi skilled training within your department or other departments as deemed appropriate by your Manager.
• Carry out any reasonable instruction as directed by a Manager [or Director]
• Deal with all internal and external customers in a professional and courteous manner at all times.
• Maintain a high level of dress and appearance at all times adhering to PPE where the role requires this.
• Attend any training sessions as requested and adhere to all company regulations.
• From time to time you may be required to carry out duties outside the normal sphere of work as may be reasonably requested by Management.

JOB SPECIFIC RESPONSIBILITIES AND ACCOUNTABILITIES

• Ensure the correct suppliers attend both breakdown and defects where covered by R&M/Warranty/Contract maintenance etc.
• Managing tyre spend.
• Managing breakdown related spend.
• To identify underperforming breakdown agents, propose corrective measures & managed them.
• To ensure that the repairer communicates to Fraikin in a timely manner in accordance with the repairing agents service level agreement.
• To ensure that either the external service provider or Fraikin attends the vehicles in distress incident within the agreed time scales.
• To ensure that either the external / internal service provider attends the vehicle breakdown or in distress incidents within the agreed time scales.
• If the vehicle is in the area of a local Fraikin workshop, utilise the workshop to either attend the incident or if required carry out the work following the vehicle being recovered to the branch.
• Review vehicles history on the Lawson Operating system before passing jobs to suppliers.
• Allocate jobs to approved agents with specific instructions on the service required.
• Managing all appropriate supplier related invoices, challenging costs and providing appropriate PO numbers.
• Flagging recharges to customers for services related to breakdowns and tyre incidents.
• Obtaining defect numbers & recharge order numbers where needed / obtaining recharge purchase order numbers.

• Other administration duties as may be reasonably required for the effective performance of the operation.

  Person Specification

• Time served as an LGV technician and or workshop controller with an extensive knowledge of maintenance standards for LGV and HGV vehicles, along with previous experience of breakdown and tyre management.

• The Job holder will have previous experience (or similar) within a high pressure control room environment dealing with emergency and non-emergency vehicle assistance.
• Knowledge and understanding of supporting legal and legislation requirements related to the tyre and breakdown incident management regulations e.g. PAS43
• An excellent communicator at all levels.
• Preference would be given to candidates with prior exposure to P&L Management.
• Team player with excellent work ethic.
• Driven to succeed.
• Adaptable to change.
• Good at problem solving and able to organise workload.