Service Controller – Major Accounts (Johannesburg)

About the role

The Service Controller for Major Accounts will work in a first‑class service control centre, ensuring timely response to breakdowns, coordinating technician visits, and following up with customers to confirm satisfaction. The role involves maintaining accurate service schedules and supporting contract managers.

Key responsibilities

• Maintain contract, STH and customer PMA service schedules on ADP, keeping them accurate and up‑to‑date.
• Contact customers to schedule services, open work‑in‑progress tickets in the service app and Webb fleet, and dispatch technicians efficiently.
• Follow up with customers after service completion, record feedback, and capture any additional repair needs.
• Obtain contract manager approval for extra work, instruct technicians, and reschedule when necessary.
• Collect and review technicians’ service reports for non‑contract or accidental damage work.
• Record hour‑meter readings, update CRM, and produce daily overdue service reports.
• Dispatch technicians using the WEB fleet tracking system to optimise productivity and control costs.

Required profile

• Grade 12 qualification.
• Call‑centre training qualification or at least one year of call‑centre service administration experience.
• Proficient in email, Excel, Word and PowerPoint.
• Ability to work under pressure and meet monthly deadlines.

Required skills

• Excel
• Word
• PowerPoint
• Email