Service Controller

First Military Recruitment Ltd; Devizes; Vor Ort; GBP 28.000 - 30.000; Vollzeit

Zusammenfassung

First Military Recruitment Ltd is seeking a Service Controller in Devizes to coordinate service, repair and breakdown work for our material handling equipment customers. You will work with customers, field engineers and internal teams to ensure enquiries are handled professionally and service work is scheduled efficiently.

Responsibilities include planning daily service desk activity, raising service jobs in Protean ERP, preparing quotations, and supporting invoicing.

Qualifikationen

• Excellent customer-focused service and professional attitude.
• Strong administration, organisation and coordination skills.
• Clear telephone, email and face-to-face communication.
• Ability to prioritise workload in a busy service desk.
• Attention to detail and accurate record keeping.
• Calm, professional interaction with customers, engineers and teams.
• Proactive, practical, solutions-focused when priorities shift.
• Team player contributing to a new branch environment.
• Good working knowledge of Microsoft 365 and related apps.
• Experience with ERP/CRM or service management systems (e.g. Protean).
• Background in service coordination, hire desk, or engineering support helpful.

Aufgaben

• Act as first point of contact for service, repair or breakdown needs.
• Coordinate daily service desk activity for prompt, professional handling.
• Plan and allocate work to field engineers considering skill, location and urgency.
• Confirm requirements with customers, provide updates and manage expectations.
• Raise and progress service jobs in Protean ERP, keeping records accurate.
• Prepare quotations and follow up for approvals when needed.
• Obtain job updates, parts info and completion details from engineers.
• Support ordering and coordination of parts to minimise downtime.
• Review engineer reports and ensure proper closure and invoicing readiness.
• Assist timely invoicing for completed service work.
• Build strong relationships with customers, engineers, suppliers and colleagues.
• Resolve queries quickly with a focus on service excellence.
• Work with the team to improve processes and service desk performance.

Kenntnisse

Customer service

Administration

Coordination

Communication

Record keeping

Microsoft 365

ERP systems

Protean ERP

Tools

Protean ERP

Jobbeschreibung

MH9 - Service Controller

Location: Devizes

Salary: £28,000 - £30,000

First Military Recruitment are currently seeking a Service Controller on behalf of one of our clients.

The successful candidate will be responsible for coordinating service, repair and breakdown work across our material handling equipment customer base. Working closely with customers, field service engineers, the wider service team and internal departments, you will help ensure that customer enquiries are handled professionally, engineers are scheduled effectively, and service work is completed accurately, efficiently and to a high standard.

Our client strongly encourages applications from ex-military personnel however, all candidates will be considered.

Duties and Responsibilities

• Act as a first point of contact for customers requiring service, repair, maintenance or breakdown support.
• Coordinate the daily service desk activity, ensuring customer enquiries are handled promptly, professionally and accurately.
• Plan, schedule and allocate work to field service engineers, balancing customer requirements, engineer availability, location, skillset and urgency.
• Liaise with customers to confirm service requirements, arrange attendance, provide updates and manage expectations throughout the job.
• Raise, monitor and progress service jobs through the company’s service ERP system (Protean), ensuring records are accurate and kept up to date.
• Prepare quotations for repair work and follow up with customers to secure approval where required.
• Liaise with engineers to obtain job updates, parts requirements, technical information and completion details.
• Support the timely ordering and coordination of parts where required to minimise customer downtime.
• Review completed engineer reports and ensure work is correctly closed down, documented and ready for invoicing.
• Support accurate and timely invoicing for completed service work.
• Build effective working relationships with customers, engineers, suppliers and colleagues across the wider business.
• Help resolve customer queries or issues quickly, professionally and with a focus on service excellence.
• Work with the wider service team to improve processes, communication and service desk performance as the new branch develops.
• Promote and comply with current health and safety legislation, company health, safety and environmental policies, and safe working practices.
• Use company systems consistently and support continuous improvement in the way the service function operates.

Skills and Qualifications

• Be highly customer-focused and committed to delivering a professional service.
• Have excellent administration, organisation and coordination skills.
• Be confident communicating by telephone, email and face to face.
• Be able to prioritise work effectively in a busy service desk environment.
• Have strong attention to detail and take pride in accurate record keeping.
• Be comfortable dealing with customers, engineers and internal teams in a calm and professional manner.
• Be proactive, practical and solutions-focused when dealing with issues or changing priorities.
• Be able to work well as part of a team and contribute positively to a new branch environment.
• Have a good working knowledge of Microsoft 365 packages.
• Have experience using ERP, CRM or service management systems. Experience with Sage, Protean or similar systems would be advantageous.
• Have previous experience in a service controller, service coordinator, hire desk, automotive, forklift, plant, transport or engineering support role. Experience in the forklift or material handling equipment industry would be advantageous but is not essential.
• Be willing to learn, adapt and support process improvement as the branch grows.

Location: Devizes

Salary: £28,000 - £30,000