Service Controller

First Military Recruitment; West Stow; On-site; GBP 27,000 - 36,000; Full time

Job summary

First Military Recruitment are seeking a Service Controller for a role in the Bury St Edmunds area. The successful candidate will support the service team with requirements for new and existing customers in the materials handling sector.

The role involves acting as the first contact for service needs, coordinating the service desk, planning work for engineers, handling quotes, and ensuring accurate records in Protean/ERP systems.

Qualifications

• Strong customer service focus and professionalism.
• Excellent admin, organisation and coordination skills.
• Clear communication by phone, email and in person.
• Ability to prioritise in a busy service desk environment.
• Attention to detail and accurate record keeping.
• Calm, professional interaction with customers, engineers and teams.
• Willingness to learn and support process improvement as the branch grows.
• Experience with ERP/CRM systems (Protean/Sage would be advantageous).
• Experience in service controller/coordinator roles in related sectors would help.

Responsibilities

• Act as first point of contact for service requests, repairs, or breakdowns.
• Coordinate daily service desk activities and manage customer enquiries.
• Plan and allocate work to field engineers considering availability and urgency.
• Confirm service requirements with customers and provide updates.
• Progress service jobs through the ERP system and keep records up to date.
• Prepare quotations and follow up for approvals.
• Obtain job updates and parts information from engineers.
• Assist with timely ordering of parts to minimise downtime.
• Review engineer reports and ensure closure and invoicing readiness.
• Support invoicing for completed service work and maintain relationships with customers and colleagues.

Skills

Customer focus

Administration

Communication

Prioritisation

Attention to detail

Teamwork

Proactive problem solving

Microsoft 365

ERP/CRM experience

Service coordination

Tools

Protean ERP

Sage

CRM systems

Microsoft 365

Job description

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

The successful candidate will support and assist the service team with requirements for new and existing customers within the materials handling industry.

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:

Bury St Edmunds

Service Controller • Bury St Edmunds, Suffolk, England