Regional Office Controller (ROC)

The Regional Office Controller plays a crucial role in ensuring the smooth and efficient operation of regional service delivery.

Responsible for managing and coordinating service activities, engineer schedules, customer interactions, invoicing, and resource management, ensuring timely and high-quality outcomes.

This role directly impacts customer satisfaction by providing swift issue resolution and maintaining service contract fulfilment. Additionally, the controller's strategic reporting and cross-functional collaboration drive regional performance and support decision-making at the executive level. Ultimately, the role aims to optimise service operations, ensure service financial accuracy, and enhance customer relationships, contributing to overall business success.

Operational Support

• Efficiently coordinate, manage, schedule and dispatch engineers and sub-contractors for service visits, callouts, planned maintenance and other business activities.

• Manage holiday rosters to ensure uninterrupted regional coverage.

• Collaborate closely with the Spares Department to schedule and coordinate the delivery of parts, ensuring they coincide with planned service visits or return repair visits.

• Monitor daily operations and ensure processes are running smoothly.

• Ensure all service contract obligations for the region are met.

• Work closely with internal departments including sales, operations, technical and design to drive regional performance and address operational challenges.

Project Coordination:

• Assist in managing and tracking ongoing projects to ensure they stay on time and within budget.

• Help maintain project schedules, track deliverables, and communicate progress with key stakeholders.

• Identify potential risks or bottlenecks in processes and provide recommendations for improvement.

Administrative Support:

• Maintain records of key operational metrics and project timelines.

• Manage correspondence and communications related to operational tasks both internally and externally.

• Oversee the regions invoicing process and pursue purchase orders to ensure timely revenue recognition for every job.

• Overseeing and executing Service Contracts for Scotland

Budget & Cost Management:

• Assist with monitoring budgets for various projects or operational departments.

• Help track expenses and prepare financial reports for operational activities.

• Work with the finance team to ensure all purchases and expenditures are aligned with budgetary goals.

Strategic Collaboration & Reporting

• Provide general support to department heads and other team members.

• Communicate effectively with all levels of staff to ensure clear operational objectives.

• Prepare reports, presentations and data analysis on regional performance, challenges and opportunities.

Problem Solving & Process Improvement:

• Analyse operational processes to identify inefficiencies

• Recommend and implement process improvements to enhance operational productivity.

• Troubleshoot and resolve issues related to daily operations in a timely manner

• Provide actionable insights to support strategic decision-making.

Desired Skills:

• Strong organisational and multitasking abilities.

• Excellent communication and interpersonal skills.

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and project management software.

• Attention to detail and ability to handle several tasks simultaneously while ensuring accuracy when working under pressure.

• Problem-solving and analytical thinking.

• Ability to prioritise tasks and manage time effectively.

• Strong sense of interdepartmental needs, deadlines, and the ability to interface with various stakeholders.