Fleet Maintenance Controller (intermediate)

POSITION SUMMARY

This role is responsible for ensuring that vehicles owned or managed by the company are

maintained in the most cost-efficient manner and supporting customer with other Interleasing driver

products used by Interleasing customers e.g PoolBook

Provide professional cost control on all leased or fleet-managed vehicles and strive for excellent

customer responsiveness in the repair of passenger vehicles, LCV, HCV and other equipment such

as fork-lift trucks, golf buggies, cherry pickers etc.

The professional and timely response to both internal and external customers requests will be key

to the success of the role in addition to good governance regarding relevant cost of repairs.

Incumbents are challenged with balancing cost-effectiveness against driver safety and company

reputation.

KEY CONTACTS

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KEY RESPONSIBILITIES

Customer and dealer liaison

Utilise passenger and commercial vehicle expertise to answer a high volume of customer/dealer

queries and facilitate resolution on their behalf by liaising with internal and external

stakeholders.

Apply excellent customer service skills during telephone or email engagement.

Negotiate for positive outcomes on a daily basis over the telephone or email. This typically

involves scenarios of conflict with suppliers and working through difficult dialogue to achieve win

win outcomes. Maintenance Controllers require a high degree of personal resilience and

emotional stability in this regard.

Problem-solve non-standard repair queries from customers and suppliers based on mechanical

knowledge and vehicle types.

Process supplier invoices within a timely manner

Provide email support to Interleasing driver products e.g Poolbook and others as required.

Issue work authorities to repairers/suppliers on a daily basis.

Authorise and/oversee repairs within set guidelines and issue precise instructions given to

repairers/ suppliers regarding work to be carried out.

Administration

Correctly coding invoices with actual prices for each job indicated. All invoices must conform to

order issued prior to commencement of work.

Accurately process repair invoices once all repair codes are entered with correct repair

amounts.

From time to time perform administrative duties. These will include filing, processing,

redirection of repair send back letters, and accounts inquiries/setups, whilst keeping all paper

work up to date.

Rosters and after hours services Rostered hours and Saturday morning work will be required on a rotational basis.

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POSITION CRITERIA

Capabilities &

Behaviours

Communication - effective verbal communication in dealing with

clients, dealers and team members to discuss repairs and

mechanics over the telephone or face to face.

Problem-Solving - good and pro-active problem solving skills

based on technical knowledge, common-sense and a customer

focus.

Resilience under pressure – able to cope and remain calm in

the face of regular conflict scenarios with customers or

suppliers.

Results Focus – is able to effectively balance good governance

in costs against customer expectations and reach effective

compromises.

Team work - an enthusiastic can do approach with customers

and team members and willingness to help other team members

out during high work volumes or when resources are low.

Negotiation Skills: the ability to engage with customers and

internal stakeholders effectively to agree costs, timeframes or

repair logistics

Knowledge &

Experience

ESSENTIAL

Proficient in Microsoft Packages

Minimum 4 years experience as a mechanic with extensive

experience across the broad range of light vehicles, trucks and

other specialised commercial vehicles.

Numerical skills and some knowledge of accounts procedures.

Working knowledge of a Service Department in car dealerships

or general repairs

DESIRABLE

Familiar with an office environment

Familiar with repair costing structures

General knowledge of how to obtain information relating to

standard repair times (Manufacturer & S.S.A)

Time spent as Service Advisor

Heavy/Commercial Vehicle Experience

Qualifications Automotive Trade Certificate

WORK HEALTH & SAFETY (WHS)

The Company seeks to provide a safe and healthy workplace. All employees have a duty of care to

ensure a safe workplace in line with WHS legislation and regulation. Employees are required to

work within the Companys policies and procedures for WHS.

INFORMATION SECURITY

Information security is everyones responsibility. All employees have a duty of care to protect the

business and our customers by handling company and customer data (in paper or electronic forms)

with the appropriate procedures and controls, as outlined in relevant policies and procedures (e.g.

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Acceptable Use of IT Systems Policy).

MANDATORY COMPLIANCE TRAINING

All employees are required to complete mandatory compliance training. This training provides

employees with the understanding of their responsibilities relating to financial obligations,

occupational health and safety, equal opportunity, information security, privacy, and ethical

behaviour. All training must be completed within the communicated timeframes to ensure that the

Company meets its regulatory obligations.