Service Controller

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

Benefits offered by this job

Pension

24 days holiday + 8 statutory days

Ongoing training and development

Job summary

SER Limited in Grantham is looking for a Service Controller to coordinate service, repair and breakdown activity across our material handling equipment customer base. This role is central to the service team, ensuring engineers are scheduled efficiently and jobs progress smoothly from enquiry through to invoicing.

We offer a Monday–Friday, 40-hour week with a salary up to £35k and a supportive, family-focused environment.

Qualifications

• Experience in service coordination or similar fast-paced role.
• 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.

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 ERP/management systems.
• Prepare repair quotations and obtain customer approval.
• Coordinate parts requirements to minimise downtime.
• Review engineer reports and close jobs accurately.

Skills

Service coordination

Customer service

Organisational skills

Communication (phone & email)

Tools

ERP system

CRM system

Microsoft 365

Job description

Service Controller

Location: Grantham

Salary: Up to £35,

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,
• Monday to Friday working hours
• 24 days holiday + 8 statutory days
• Pension
• Ongoing training and development opportunities
• Opportunity to join a new branch from the outset and play a key part in its growth
• A supportive, family-focused working environment
• Regular company socials

SER-IN