Field Service Desk Coordinator

Ngeneration; West Midlands; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Training and development opportunities

Career progression within a growing te

Company events

Long Service Awards

Job summary

Ngeneration in Tipton, England, invites applications for a Field Service Desk Coordinator. You will be the link between customers and Field Service Engineers, logging requests, coordinating engineers across the UK, and keeping customers informed on progress.

This fast-paced role rewards proactive problem-solving, clear communication, and the ability to prioritise and manage workloads. 3 days on, 3 days off rolling rota, 12-hour shifts, and a supportive Head Office environment.

Qualifications

• Excellent customer service and communication skills.
• Strong organisational and prioritisation abilities.
• Experience using Microsoft Office applications, including Outlook and Excel.
• Ability to work independently and make decisions under pressure.
• Good understanding of UK geography.
• A professional and positive approach to customer interactions.

Responsibilities

• Acting as the first point of contact for customers requiring technical support.
• Logging and managing service requests.
• Scheduling and coordinating Field Service Engineers across the UK.
• Monitoring service levels and responding to changing priorities.
• Liaising with customers, engineers and internal departments.
• Keeping customers updated on job progress and resolution times.
• Identifying and escalating technical issues where required.
• Managing engineer workloads to ensure the most efficient service delivery.

Skills

Customer service

Communication

Organisational skills

Prioritisation

MS Office

Decision making

UK geography

Tools

Outlook

Excel

Job description

Field Service Desk Coordinator

Tipton, England, United Kingdom

£27,178 per annum | Full Time | Permanent Shift Pattern: 8:30am - 9:30pm | 3 Days On, 3 Days Off Rolling Rota

Enjoy an average of only 15 working days per month through our 3-on / 3-off shift pattern, giving you more regular time away from work than a traditional Monday-Friday role.

nGeneration is one of the UK's leading providers of integrated technology solutions to the hospitality and retail sectors. We are looking for a proactive and customer-focused Field Service Coordinator to join our busy Field Service team at our Head Office.

This is a fast-paced role where no two days are the same. You will be the key link between our customers and Field Service Engineers, ensuring service requests are handled efficiently, engineers are scheduled effectively, and customers are kept informed throughout the resolution process.

If you enjoy problem solving, working under pressure and delivering great customer service, we'd love to hear from you.

What You'll Be Doing

• Acting as the first point of contact for customers requiring technical support.
• Logging and managing service requests.
• Scheduling and coordinating Field Service Engineers across the UK.
• Monitoring service levels and responding to changing priorities.
• Liaising with customers, engineers and internal departments.
• Keeping customers updated on job progress and resolution times.
• Identifying and escalating technical issues where required.
• Managing engineer workloads to ensure the most efficient service delivery.

Requirements

What We're Looking For

We are looking for someone who is organised, confident and thrives in a busy operational environment.

Essential:

• Excellent customer service and communication skills.
• Strong organisational and prioritisation abilities.
• Experience using Microsoft Office applications, including Outlook and Excel.
• Ability to work independently and make decisions under pressure.
• Good understanding of UK geography.
• A professional and positive approach to customer interactions.

Desirable:

• Experience in scheduling, dispatch or workforce planning.
• Previous Service Desk or Helpdesk experience.
• Understanding of IT hardware, networking and Windows environments.
• Experience within hospitality, retail or EPoS support environments.

Benefits

Why Join nGeneration?

At nGeneration, our people are at the heart of what we do. We invest in our teams and provide a supportive environment where you can develop your skills and build a long-term career.

Benefits include:

• Ongoing training and development opportunities.
• Career progression within a growing technology business.
• Company events and team-building activities.
• Long Service Awards and recognition schemes.
• Supportive and collaborative team environment.

Working Pattern

• 3 days on, 3 days off rolling rota.
• 12-hour shifts.
• Hours: 8:30am to 9:30pm.
• Full-time permanent position based at Head Office in Tipton