Service Controller - Machinery Aftersales (Newark)

Elite Consultancy Network Limited.; Nottingham; On-site; GBP 33,000 - 35,000; Full time

Job summary

Elite Consultancy Network Limited in Newark is seeking an experienced Service Controller to coordinate field service engineers and manage customer service from enquiry to job completion. You will work with engineers, parts, workshop, and customers to keep aftersales operations efficient and responsive.

The role requires strong organisation, clear communication, and proactive problem solving to maintain high customer satisfaction.

Qualifications

• Experience coordinating field service engineers in a busy environment.
• Strong organisational skills with multiple jobs, engineers and customer priorities.
• Excellent communication and customer service skills with internal stakeholders.
• Proactive problem solving, especially when managing breakdowns and changing schedules.
• Good IT and administrative skills, including service management systems and MS Office.

Responsibilities

• Scheduling and coordinating field service engineers, ensuring workloads are planned efficiently and resources are allocated appropriately.
• Managing incoming service requests, prioritising urgent breakdowns and ensuring customer issues are addressed promptly.
• Acting as a key point of contact for customers, providing updates on engineer attendance, repair progress and expected completion times.
• Liaising with engineers, parts, workshop and other internal teams to ensure resources are available to complete jobs.
• Monitoring outstanding work, following up on incomplete jobs and ensuring service reports and job records are processed accurately.
• Coordinating parts requirements and supporting warranty claims, quotations and service administration.
• Monitoring engineer utilisation, service response times and job completion to improve overall operational performance.
• Identifying opportunities to improve service processes, customer experience and aftermarket sales.

Skills

Scheduling

Field service coordination

Customer service

Communication

IT skills

Tools

Service management systems

Microsoft Office

Job description

Elite Consultancy Network Limited in Newark is seeking an experienced Service Controller to coordinate field service engineers and manage customer service from enquiry to job completion. You will work with engineers, parts, workshop, and customers to keep aftersales operations efficient and responsive.

The role requires strong organisation, clear communication, and proactive problem solving to maintain high customer satisfaction.