Service Controller

SER Limited; Devizes; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Salary up to £35,000

Mon–Fri hours

24 days holiday + 8 statutory days

Pension

Training & development

Supportive, family-focused environment

Regular company socials

Job summary

SER Limited in Devizes is seeking a Service Controller to coordinate service, repair and breakdown activity for material handling equipment. You will plan and schedule engineers, liaise with customers and drive jobs from enquiry through to invoicing.

The role demands strong organisational and communication skills, ability to manage multiple priorities, and experience with ERP/CRM or service management tools. A supportive team environment awaits.

Qualifications

• Experience in service controller/coordinator roles.
• Strong organisation and administration skills.
• Excellent communication via phone and email.
• Ability to manage multiple priorities in a busy service environment.
• Customer-focused and professional approach.
• Strong attention to detail and record-keeping.
• Calm and practical with changing priorities or issues.
• Experience coordinating engineers or technicians is advantageous.
• Experience in forklift/material handling sector is beneficial but not essential.
• Good working knowledge of Microsoft 365.
• Experience using ERP/CRM or service management systems.
• Proactive and willing to help develop a new branch.

Responsibilities

• Act as first point of contact for customers needing service, maintenance, repairs and breakdown support.
• Coordinate daily service desk and ensure enquiries are handled promptly and professionally.
• Plan, schedule and allocate work to field service engineers by location, availability and urgency.
• Liaise with customers to arrange engineer attendance and provide updates.
• Raise, monitor and progress service jobs in ERP/service management systems.
• Prepare repair quotations and obtain customer approval.
• Liaise with engineers on job updates, parts and technical information.
• Coordinate parts requirements to minimise downtime.
• Review engineer reports and close jobs in systems accurately.
• Support service team with accurate invoicing.
• Build strong relationships with customers, engineers, suppliers and teams.
• Resolve queries and service issues professionally and with solutions.
• Help improve service processes and contribute to new branch development.
• Maintain accurate records and keep systems up to date.

Skills

Service coordination

Organisational skills

Communication (phone & email)

Prioritisation

Customer-focused

Attention to detail

Calm under pressure

Engineering coordination

Forklift/material handling knowledge

Microsoft 365

ERP/CRM systems

Tools

Microsoft 365

ERP/CRM systems

Job description

Service Controller

Location: Devizes
Salary: Up to £35,000
Hours: Monday to Friday, 40 hours per week

The Role

We are currently recruiting for a Service Controller to join a growing material handling business at an exciting time of expansion.

This is a key role within the service team, responsible for coordinating service, repair and breakdown activity across a customer base of material handling equipment.

Working closely with customers, field service engineers and internal teams, you will ensure engineers are scheduled effectively, customer requirements are dealt with promptly and jobs are progressed efficiently from initial enquiry through to completion and invoicing.

This would suit someone with experience in service coordination, engineering support, hire desk, transport planning, automotive, plant or a similar fast-paced environment, who is highly organised and confident managing multiple priorities.

Key Responsibilities

• Act as the first point of contact for customers requiring service, maintenance, repairs and breakdown support.
• Coordinate the daily service desk and ensure customer enquiries are handled promptly and professionally.
• Plan, schedule and allocate work to field service engineers based on location, availability, skillset and urgency.
• Liaise with customers to arrange engineer attendance, provide updates and manage expectations.
• Raise, monitor and progress service jobs through the relevant ERP/service management systems.
• Prepare repair quotations and follow up with customers to obtain approval.
• Liaise with engineers regarding job updates, parts requirements and technical information.
• Coordinate parts requirements to help minimise customer downtime.
• Review completed engineer reports and ensure jobs are accurately documented and closed down.
• Support the service team with accurate and timely invoicing.
• Build strong working relationships with customers, engineers, suppliers and internal teams.
• Resolve customer queries and service issues in a professional and solutions-focused manner.
• Help improve service processes and contribute to the development of the new branch.
• Maintain accurate records and ensure company systems are kept fully up to date.

About You

The ideal candidate will have:

• Previous experience within a service controller, service coordinator, hire desk, engineering support, automotive, plant, transport or similar role.
• Strong organisation and administration skills.
• Excellent communication skills, both over the phone and via email.
• The ability to manage multiple priorities in a busy service environment.
• A customer-focused and professional approach.
• Strong attention to detail and accurate record-keeping skills.
• The ability to remain calm and practical when dealing with changing priorities or service issues.
• Experience coordinating engineers, technicians, drivers or other field-based personnel would be advantageous.
• Experience within the forklift, material handling, plant or engineering sector would be beneficial but is not essential.
• Good working knowledge of Microsoft 365.
• Experience using an ERP, CRM or service management system.
• A proactive approach and willingness to get involved in the development of a new branch.

What's on Offer?

• Salary up to £35,000
• Monday to Friday working hours
• 24 days holiday + 8 statutory days
• Pension
• Ongoing training and development opportunities
• A supportive, family-focused working environment
• Regular company socials

SER-IN