MAINTENANCE CONTROLLER

DEPT/DIV : MAINTENANCE CONTROLLER

REPORTS TO : SENIOR MANAGER

JOB RESPONSIBILITIES:

• To ensure that all ASC and RSC carry out servicing and repairs on SPANCO fleet of vehicles in accordance with the manufacturer's specification and requirement and/or SPANCO SOP.
• To vet job request by customer and/or ASC to ensure they are in order before issuing "Approval Code" within the stipulated service benchmark of 15 minutes.
• To provide 24 hours (3-shift duty) courteous and efficient services to all our customers.
• To update the maintenance history into FMS accurately information is received from our ASC or branches to check the data and task to be conducted by ASC against the record in FMS. This includes feedback that is required for future references, information of invoices or bills received, etc.
• Attending to enquiries and feedback from customers and ASC. Tack and courtesy must always prevail.
• To report to the Senior Executive or Manager, Maintenance Controller on all complaints or negative feedback from customers and ASC.
• To follow up on all WIP (Work In Progress) by ASC and consult with customers and/or ASC accordingly.
• To ensure the vehicle status are updated to the respective customers. Current status and remarks must be also updated to the WIP report as per our SOP.
• To organize prompt assistance to the customers whenever there is a breakdown and ensuring that the customers suffers minimal inconvenience (breakdown crew must leave RSC or ASC premise within 15 minutes after receiving breakdown call). All breakdowns shall be recorded in the FMS by opening job cards and arranging collection or deliveries of courtesy vehicles for customers, if necessary.
• All breakdowns' accident requests should be followed up until it is fully resolved (vehicle is repaired or it has arrived at our ASC or RSC).
• To ensure all vehicles sent in for repairs and maintenance are completed on time (promised time) and the customers are informed of any delays if any at least 2 (two) hours before promised time.
• To highlight or take the necessary action if there are discrepancies.
• To follow up and update on Warranty Jobs, E-Voucher, Voice of Customer - VOC Feedback, Vehicle off Road - VOR Status, and Comeback Jobs (CBJ).