Field Service Controller

Dennis Eagle; London Borough of Croydon; On-site; GBP 30,000 - 37,000; Full time

Benefits offered by this job

25 days annual leave

Pension & life assurance

Cycle to Work

Health & wellbeing

Employee assistance

Training & development

Job summary

Dennis Eagle in Croydon is seeking a Field Service Controller to join the Aftermarket team. This fast-paced role is the first point of contact for customers and engineers, coordinating breakdowns, scheduling repairs and ensuring smooth service delivery from start to finish.

The ideal candidate will have strong customer service and communication skills, experience in a similar role (motor trade preferred), and be proficient in Excel and Word.

Qualifications

• Experience in a similar field service role is preferred.
• Strong customer service and communication skills are essential.
• Technical understanding of vehicle components is advantageous.
• Proficiency in Excel and Word is required.
• GCSEs in Maths and English or equivalent.

Responsibilities

• Handle incoming calls and coordinate field service activities.
• Log breakdowns and job details in central systems accurately.
• Communicate engineer attendance and updates to customers.
• Prioritise VOR cases and manage warranties and chargeable repairs.
• Liaise with third-party repair providers and monitor progress.
• Update job progress and KPIs, and submit warranty claims.
• Maintain high standards of service administration and compliance.

Skills

Communication skills

Customer service

Education

GCSE Maths

GCSE English

Tools

Microsoft Excel

Microsoft Word

Job description

Role: Field Service Controller

Location: Croydon, CR0 4YL

Hours: 40 hours per week | between 07:30 - 16:00 Monday to Friday

Salary: Up to £33,216pa DOE

Are you a confident communicator with a knack for coordination and a passion for customer service? We’re looking for a proactive and detail-oriented Field Service Controller to join our Aftermarket team!

This is a fast-paced role where you’ll be the first point of contact for customers and engineers, managing breakdowns, scheduling repairs, and ensuring smooth service delivery from start to finish.

Key Responsibilities:

• Handle incoming calls and coordinate field service activities
• Log breakdowns and job details accurately in central systems
• Communicate engineer attendance and updates to customers
• Prioritise vehicle-off-road (VOR) cases and escape major issues
• Manage warranty and chargeable field repairs, including job numbers and parts coordination
• Liaise with third-party repair providers and monitor progress
• Collate and finalise engineer documentation and reports
• Update job progress and KPIs, and submit warranty claims
• Maintain high standards of service administration and compliance

Ideal Candidate:

• Previous experience in a similar role, ideally within the motor trade
• Strong customer service and communication skills
• Technical understanding of vehicle components
• Excellent planning and organisational abilities
• Proficient in Microsoft Excel and Word
• Able to work independently and as part of a team
• Calm under pressure with a logical approach to problem-solving
• GCSEs in Maths and English (or equivalent)
• Knowledge of the refuse industry and engineer planning is a bonus

If you’re ready to take control and make a difference in field service operations, we’d love to hear from you!

We welcome applicants from all backgrounds. Even if you don’t meet every requirement, we encourage you to apply. We value potential and are committed to supporting your development.

We recognise the importance of flexibility and offer a range of flexible and hybrid working arrangements where the nature of the role and business needs allow. If you’d like to understand what options may be available for this position, please contact our Recruitment team.

At Dennis Eagle, we are proud to be an equal opportunities employer and a Disability Confident organisation. We are committed to creating an inclusive workplace where everyone is treated with respect and has the opportunity to succeed. As part of this commitment, we guarantee an interview to disabled applicants who meet the minimum criteria for the role. If you require any adjustments during the recruitment process, please let us know and we’ll be happy to support you.

Why You’ll Love Working Here

• 25 days’ annual leave plus Bank Holidays (pro rata for part-time employees and employees working a 4-day week)
• Enhanced pension and life assurance: We contribute 5% of your salary into our pension scheme and provide life assurance cover of five times your basic salary.
• Enhanced family leave policies: Support for life’s important moments through our family-friendly policies, including maternity, paternity, adoption and other family leave provisions.
• Health and wellbeing support: Company-funded Health Shield Medical Cash Plan, GP Anytime service, Occupational Health support and health surveillance.
• Employee support services: Access to our Employee Assistance Programme and Care Concierge service, providing practical, emotional, financial and wellbeing support when you need it.
• Career development opportunities: From role‑specific training and apprenticeships to leadership and management development programmes, we’re committed to helping our people learn and grow.
• Cycle to Work scheme: Save on commuting costs while supporting a healthier lifestyle.
• My Benefits platform: Access discounts on shopping, travel, entertainment, health and wellbeing services, and more.
• Free independent mortgage advice: Expert guidance to help you make informed financial decisions.

Please don’t delay your application, this role could be filled at any time for the right candidate.

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