Service Control Supervisor

Service Control Supervisor – Elland, Halifax

Terberg DTS UK is looking for a Service Control Supervisor to join our growing team and to be part of our Service team.
Location: Elland, Halifax

What is the job role?

The Service Control Supervisor is responsible for leading the daily operations of the service department to ensure efficient and effective scheduling and delivery of servicing and repairs. This role focuses on maximizing first-time fix rates and minimizing downtime through meticulous planning, accurate parts ordering, and optimal resource allocation. The Supervisor ensures that all service activities meet the highest standards of quality by overseeing the completion of Quality Control (QC) checks on the work of controllers, as well as providing real-time coaching and guidance to the team. Regular one-to-one meetings and the setting of clear objectives for team members are essential to maintaining high performance, continuous development, and alignment with company goals. Ultimately, the role is pivotal in driving operational excellence, customer satisfaction, and service reliability.

Requirements and what we are looking for

• Prioritise daily workloads, ensuring that service tasks are executed in line with urgency and resource availability

• Provide coaching and support to Service Controllers on a daily basis, addressing any issues that arise in service delivery or customer interactions. Liaise with UK service supervisor and Service Manager regarding any issues that may arise.

• Mentor and develop new and existing team members, ensuring they understand and adhere to company processes and standards.
• Handle and resolve escalation queries from both internal and external customers promptly and effectively, ensuring high levels of satisfaction and service continuity.
• Assist with management reporting, providing accurate and timely updates on service performance, operational efficiency, and resource utilisation.
• Ensure maximum utilisation of Field Service Engineers by considering capacity, geographical location, and skillset, coordinating work schedules accordingly.
• Actively manage service resources to prevent any inefficiencies and minimise operational downtime.
• Collaborate with the Fleet Team to review feedback data and develop improvement plans and initiatives aimed at enhancing service performance and operational efficiency.
• Lead and maintain consistent quality control processes within the service team, ensuring all work carried out meets company and customer expectations.
• Provide accurate data and supporting evidence to both internal and external customers regarding completed and outstanding service work.
• Ensure proper documentation of all service-related activities for transparency and tracking.
• Ensure that customer satisfaction is prioritised in every service interaction.
• Collaborate effectively with other departments, particularly in the delivery of new projects, exploring or implementing changes that affect service operations.
• Set clear, achievable personal objectives and review regularly through one-to-ones and appraisals.
• Collaborate with HR to manage attendance, performance, and other people processes in line with company policies.
• Coach and develop the team to ensure continuous improvement, addressing training needs and supporting personal development plans.
• Motivate and reward the team to foster positive behaviours aligned with Terberg DTS values.
• Promote a culture of trust and respect that reflects the company’s values.
• Plan for succession and develop team members to ensure continuity and backfill readiness.

What do Terberg DTS offer you?

At Terberg you are part of the market leading supplier of specialist vehicles, equipment and support to the UK logistics, distribution, port, industrial, aviation and fire and rescue. The atmosphere in our family business is fantastic and you will work within a motivated team. We offer great benefits including; company pension, life insurance, cycle to work scheme and more. Personal development is important to us so further training and education may be offered so you can excel.

Is this the right career path for you?

Let us know by sending an email to recruitment@terbergdts.co.uk and attach your CV and a brief description of why you want to apply for the role. If you would like more information about the company or the vacancy, Please contact our HR Recruitment Team on 01422 260 158.

Royal Terberg Group operates worldwide in the development, production and service of special vehicles and systems for logistics and refuse collection. As a family business, we stand for our people. Based on our core values, we focus on sustainable growth and innovation, which has made us successful for more than 150 years. For example, we have been investing in electrically powered vehicles since 2014 and are testing hydrogen to the full. We want to deal responsibly with our environment so that future generations can continue our success.