Field Service Scheduler & Customer Support

The Adecco Group; Peterborough; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Company pension scheme

Life assurance

Ongoing training and developmentopport

Supportive team environment

Job summary

The Adecco Group in the United Kingdom is seeking a Service Controller to join a busy customer support team. The role involves coordinating service activities, scheduling field engineers, handling customer enquiries, and ensuring maintenance and repair requests are processed efficiently.

The ideal candidate will have strong planning, communication, and problem-solving skills, with a good technical understanding of specialist vehicles and broad geographical knowledge to coordinate engineers and

Qualifications

• Experience in a service coordination, service desk, scheduling, planning, or workshop administration role.
• Strong organisational and administrative skills.
• Experience coordinating engineers, technicians, or field-based personnel.
• Excellent communication and customer service skills.
• Ability to work effectively in a fast-paced environment and manage competing priorities.
• Good IT skills, including Microsoft Office applications.
• Ability to remain calm and professional under pressure.
• Good standard of education, including English and Maths.
• Technical or engineering knowledge gained through work experience or formal qualifications.
• Experience within engineering, construction equipment, plant, automotive, commercial vehicle, machinery, or industrial sectors.
• Experience using ERP, CRM, or service management systems.
• Knowledge of SAP or similar business systems.
• Understanding of service contracts and service level agreements (SLAs).

Responsibilities

• Respond to customer enquiries via telephone and email regarding maintenance, servicing, and equipment breakdowns.
• Log service requests accurately and ensure they are actioned within agreed timescales.
• Schedule field service engineers, taking into account location, workload, priority, and customer commitments.
• Maximise engineer utilisation and support a high first‑time fix rate.
• Prioritise and coordinate reactive, planned, and contract service activities.
• Communicate technical information to customers in a clear and user-friendly manner.
• Monitor ongoing jobs and provide customers with updates on progress.
• Issue quotations and follow up with customers regarding outstanding proposals.
• Contact customers after service visits to ensure satisfaction and identify any additional requirements.
• Raise and process service‑related invoices within agreed deadlines.
• Maintain accurate service records and documentation.
• Coordinate parts requirements for engineers and ensure materials are available when required.
• Monitor outstanding parts orders and proactively update customers on progress.
• Work closely with internal departments to ensure efficient service delivery.

Skills

Organisational skills

Communication skills

Time management

IT skills (Microsoft Office)

Team player

Education

GCSEs in English and Maths

Tools

ERP systems

CRM systems

SAP

Service management systems

Job description

The Adecco Group in the United Kingdom is seeking a Service Controller to join a busy customer support team. The role involves coordinating service activities, scheduling field engineers, handling customer enquiries, and ensuring maintenance and repair requests are processed efficiently.

The ideal candidate will have strong planning, communication, and problem-solving skills, with a good technical understanding of specialist vehicles and broad geographical knowledge to coordinate engineers and