Field Service Supervisor – Customer & Engineer Liaison

Wallace Hind Selection; Larkhill; On-site; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Overtime available

Holiday entitlement 33 days+

Pension plan

Death in service

Sick pay

Critical illness cover

Discounts & travel deals

Career progression

Job summary

Wallace Hind Selection is seeking a Service Supervisor in the West Bromwich area to coordinate day-to-day activity for Field Service Engineers. You’ll ensure customers receive timely support and engineers have everything required to complete jobs to a high standard.

You will manage calls, schedule service work, and liaise with engineers, parts and depot management. This role emphasizes relationship building, organisation under pressure, and delivering excellent customer experiences.

Qualifications

• Experience in customer service, service coordination, service control or aftersales environment.
• Strong organisational and planning skills.
• The ability to manage multiple priorities at the same time.
• Confidence in communicating with customers, engineers and internal teams.
• Good commercial awareness and attention to detail.
• Experience using Microsoft Office applications.
• Knowledge of ADP systems and PDA systems would be advantageous.
• Mechanical knowledge of plant vehicles or similar plant equipment would be beneficial, but not essential.

Responsibilities

• Taking customer calls and booking service jobs
• Allocating work to Field Service Engineers based on priority and location
• Ensuring engineers have the correct information, parts and resources to complete repairs
• Monitoring job progress and keeping customers updated throughout
• Managing holiday requests and acting as the first point of contact for engineer absences
• Reviewing job write-ups and ensuring all paperwork is accurate and complete
• Processing jobs through to invoice stage and resolving invoice queries

Skills

Customer service

Service coordination

Service control

Aftersales experience

MS Office

Communication skills

Prioritisation

Attention to detail

Tools

ADP systems

Job description

Wallace Hind Selection is seeking a Service Supervisor in the West Bromwich area to coordinate day-to-day activity for Field Service Engineers. You’ll ensure customers receive timely support and engineers have everything required to complete jobs to a high standard.

You will manage calls, schedule service work, and liaise with engineers, parts and depot management. This role emphasizes relationship building, organisation under pressure, and delivering excellent customer experiences.