Service Coordination Lead - Field Support & Scheduling

Interaction Recruitment PLC; Fornham All Saints; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

24 days annual leave + bank holidays

Company pension scheme

Career development opportunities

Company socials

Job summary

Service Controller role based in Bury St Edmunds, Suffolk, with Interaction Recruitment recruiting on behalf of a growing materials handling equipment business. You will coordinate service, maintenance, repair and breakdown work for customers across the region, ensuring jobs are scheduled efficiently and customer enquiries are handled professionally.

The ideal candidate is organized, customer-focused and able to manage competing priorities in a busy service environment.

Qualifications

• Excellent organisational, administrative and coordination skills.
• Strong customer service focus with a professional telephone manner.
• Ability to manage competing priorities in a fast-paced environment.
• Attention to detail and accurate record-keeping.
• Good IT skills including Microsoft 365, and experience with ERP/CRM or service management systems such as Protean or Sage.

Responsibilities

• Be 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, considering location, skills and urgency.
• Liaise with customers to arrange engineer visits, provide updates and manage expectations.
• Raise, monitor and update service jobs in the Protean service management system.
• Prepare quotations for repair work and obtain customer approvals.
• Liaise with engineers regarding progress, parts and completion reports.
• Coordinate parts requirements to minimise downtime.
• Review completed engineer reports and ensure documentation for invoicing.

Skills

Organisational skills

Customer service

Prioritisation

Attention to detail

Communication

Microsoft 365

ERP/CRM systems

Protean knowledge

Teamwork

Tools

Protean

Sage

ERP systems

CRM systems

Job description

Service Controller role based in Bury St Edmunds, Suffolk, with Interaction Recruitment recruiting on behalf of a growing materials handling equipment business. You will coordinate service, maintenance, repair and breakdown work for customers across the region, ensuring jobs are scheduled efficiently and customer enquiries are handled professionally.

The ideal candidate is organized, customer-focused and able to manage competing priorities in a busy service environment.