Service Controller

Interaction Recruitment Group; Devizes; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

24 days' annual leave

Company pension

Career development opportunities

Company socials

Job summary

Interaction Recruitment Group is recruiting on behalf of a growing materials handling equipment business for a Service Controller in Devizes. You will coordinate service, maintenance, repair and breakdown work, scheduling with field engineers and handling customer enquiries to ensure timely, accurate service delivery.

You will work closely with customers and internal teams, manage competing priorities in a busy service environment, and utilise Protean/ERP systems to track jobs and invoicing.

Qualifications

• Excellent organisational and administrative capabilities with strong attention to detail.
• Professional telephone manner and customer service focus.
• Ability to manage competing priorities in a fast-paced environment.
• Strong communication skills with customers, engineers and internal teams.
• Proactive, practical, solutions-focused approach to service coordination.
• Good IT literacy including Microsoft 365 and common service tools.
• Experience using ERP/CRM or service management systems such as Protean or Sage is beneficial.

Responsibilities

• Act as the first point of contact for customers needing servicing, repairs, or breakdown support.
• Coordinate daily service desk activities and ensure enquiries are handled promptly.
• Plan, schedule and allocate work to field service engineers considering availability and urgency.
• Liaise with customers to arrange engineer visits and provide updates.
• Raise, monitor and update service jobs in the service management system Protean.
• Prepare quotations for repair work and follow up for approval.
• Liaise with engineers on job progress, parts needs, and completion reports.
• Coordinate parts requirements to minimise customer downtime.
• Review engineer reports and ensure accurate invoicing is ready.
• Support timely and accurate invoicing of completed service work.
• Build strong relationships with customers, engineers, suppliers and colleagues.
• Resolve customer queries professionally and efficiently.
• Support improvements to service desk processes and performance.

Skills

Organisational skills

Administrative

Coordination

Customer service

Telephone manners

Prioritisation

Attention to detail

Communication skills

Problem solving

IT skills

Tools

Protean system

ERP systems

CRM systems

Sage (knowledge)

Job description

Service Controller

Location: Devizes, Wiltshire
Salary: Competitive
Hours: Monday to Friday, 40 hours per week, between 7:30am and 5:30pm
Benefits: 24 days' annual leave plus bank holidays, pension, career development opportunities and company socials

The Opportunity

Interaction Recruitment are recruiting on behalf of a growing materials handling equipment business for a Service Controller to join their team in Devizes.

This is an exciting opportunity to play a key role in a developing branch, coordinating service, maintenance, repair and breakdown work for customers across the region.

Working closely with customers, field service engineers and internal departments, you will ensure jobs are scheduled efficiently, customer enquiries are handled professionally and service work is completed accurately and on time.

This role would suit an organised, customer-focused individual who enjoys problem-solving, managing competing priorities and working in a busy service environment.

Experience within service coordination, engineering, automotive, plant hire, transport or a similar operational environment would be advantageous, although experience in the forklift or materials handling industry is not essential.

Key Responsibilities

• Act as the first point of contact for customers requiring servicing, repairs, maintenance or breakdown support.

• Coordinate daily service desk activities, ensuring enquiries are handled promptly and accurately.

• Plan, schedule and allocate work to field service engineers, taking account of customer requirements, availability, location, skills and urgency.

• Liaise with customers to arrange engineer visits, provide updates and manage expectations.

• Raise, monitor and update service jobs using the company's service management system, Protean.

• Prepare quotations for repair work and follow up with customers to obtain approval.

• Liaise with engineers regarding job progress, parts requirements, technical information and completion reports.

• Coordinate parts requirements where necessary to minimise customer downtime.

• Review completed engineer reports and ensure jobs are accurately documented and ready for invoicing.

• Support the timely and accurate invoicing of completed service work.

• Build effective working relationships with customers, engineers, suppliers and colleagues.

• Resolve customer queries and service issues professionally and efficiently.

• Support improvements to service desk processes, communication and overall performance.

• Follow company health and safety, environmental and operational procedures.

About You

To be successful in this role, you will have:

• Excellent organisational, administrative and coordination skills.

• A strong customer service focus and a professional telephone manner.

• The ability to manage competing priorities in a fast-paced environment.

• Excellent attention to detail and accurate record-keeping skills.

• Strong communication skills and the confidence to liaise with customers, engineers and internal teams.

• A proactive, practical and solutions-focused approach.

• Good IT skills, including Microsoft 365.

• Experience using ERP, CRM or service management systems; knowledge of Protean, Sage or similar systems would be beneficial.

• The ability to work independently whil