Service Controller

Executive Network Group; Maidstone; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading consultancy in the sector is looking for an experienced Service & Uptime Controller to oversee nationwide service operations. This role will manage resource scheduling, ensure customer satisfaction, and support field and workshop engineers. The ideal candidate will have at least 5 years of relevant experience in service control and strong organizational skills. This permanent, full-time position provides a competitive salary and opportunities for professional growth.

Benefits

Competitive salary package

Permanent role with progression opportunities

Supportive working environment

Qualifications

• Minimum 5 years' experience in service control or customer support role.
• Proven experience managing or supervising a technical team.
• Understanding of mechanical or hydraulic systems.

Responsibilities

• Manage scheduling of field and workshop engineers.
• Serve as the first contact for service-related enquiries.
• Oversee daily activities of Field Service Engineers.

Skills

Organisational skills

Verbal communication

Customer-focused approach

Decision-making skills

Tools

SAP

Microsoft Office

Job description

Elite Consultancy Network is working in partnership with a leading name in heavy plant and machinery to recruit an experienced Service & Uptime Controller to oversee and coordinate nationwide service operations.

This is a key role within the service department, responsible for ensuring efficient resource scheduling, maintaining high levels of customer satisfaction, and supporting the performance of field and workshop-based engineers.

Ideal for a proactive and organised individual with a background in plant, construction, or automotive services, this role offers variety, autonomy, and the opportunity to influence service quality and delivery at a national level.

Key Responsibilities

• Service Planning & Coordination: Manage the scheduling of field and workshop engineers to meet customer requirements. Allocate jobs based on urgency, geography, and technician capabilities.
• Customer Service Management: Serve as the first point of contact for service-related enquiries. Provide timely updates, manage expectations, and ensure service levels are met.
• Team Leadership: Oversee the daily activities of Field Service Engineers and Workshop Technicians. Approve timesheets, assign tasks, and balance field and workshop workloads.
• Parts & Job Management: Order and track service parts via SAP. Ensure job records are created, updated, and progressed correctly through to completion and invoicing.
• Technical Support Coordination: Log technical issues and quality concerns via internal ticketing systems. Provide first-line advice and escalate to external contractors or manufacturers where required.
• Compliance Oversight: Ensure all service operations comply with health and safety regulations, including site-specific requirements and risk assessments.
• Performance Reporting: Maintain accurate service records. Produce regular reports for senior management and support service review meetings.
• Process Improvement: Identify inefficiencies or bottlenecks in the service workflow. Support and implement initiatives to improve service delivery and operational efficiency.

Required Experience

• Minimum 5 years' experience in a service control, coordination, or customer support role within construction, plant, or automotive sectors
• Proven background in managing or supervising a technical team
• Understanding of mechanical or hydraulic systems and ability to interpret technical drawings and documentation
• Proficient in Microsoft Office (Word, Excel, Outlook)
• Working knowledge of SAP or similar ERP systems preferred

Key Competencies

• Strong organisational and time management skills
• Excellent verbal and written communication
• Customer-focused with a proactive and solutions-based approach
• Capable of managing multiple tasks and priorities under pressure
• Commercial awareness and ability to manage costs
• Confident decision-making and resource planning skills
• High level of emotional intelligence and resilience

What's On Offer

• Competitive salary package
• Permanent, full-time role with progression opportunities
• Supportive and professional working environment
• Involvement in continuous improvement projects
• Opportunity to make a real impact on service delivery performance

To apply, please submit your CV via Elite Consultancy Network. For a confidential discussion about the role, contact a member of our team.