Service Desk Controller - Material Handling

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

Benefits offered by this job

Salary up to £35,000

Mon–Fri hours

24 days holiday + 8 statutory days

Pension

Training & development

Supportive, family-focused environment

Regular company socials

Job summary

SER Limited in Devizes is seeking a Service Controller to coordinate service, repair and breakdown activity for material handling equipment. You will plan and schedule engineers, liaise with customers and drive jobs from enquiry through to invoicing.

The role demands strong organisational and communication skills, ability to manage multiple priorities, and experience with ERP/CRM or service management tools. A supportive team environment awaits.

Qualifications

• Experience in service controller/coordinator roles.
• 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.
• Strong attention to detail and record-keeping.
• Calm and practical with changing priorities or issues.
• Experience coordinating engineers or technicians is advantageous.
• Experience in forklift/material handling sector is beneficial but not essential.
• Good working knowledge of Microsoft 365.
• Experience using ERP/CRM or service management systems.
• Proactive and willing to help develop a new branch.

Responsibilities

• Act as first point of contact for customers needing service, maintenance, repairs and breakdown support.
• Coordinate daily service desk and ensure enquiries are handled promptly and professionally.
• Plan, schedule and allocate work to field service engineers by location, availability and urgency.
• Liaise with customers to arrange engineer attendance and provide updates.
• Raise, monitor and progress service jobs in ERP/service management systems.
• Prepare repair quotations and obtain customer approval.
• Liaise with engineers on job updates, parts and technical information.
• Coordinate parts requirements to minimise downtime.
• Review engineer reports and close jobs in systems accurately.
• Support service team with accurate invoicing.
• Build strong relationships with customers, engineers, suppliers and teams.
• Resolve queries and service issues professionally and with solutions.
• Help improve service processes and contribute to new branch development.
• Maintain accurate records and keep systems up to date.

Skills

Service coordination

Organisational skills

Communication (phone & email)

Prioritisation

Customer-focused

Attention to detail

Calm under pressure

Engineering coordination

Forklift/material handling knowledge

Microsoft 365

ERP/CRM systems

Tools

Microsoft 365

ERP/CRM systems

Job description

SER Limited in Devizes is seeking a Service Controller to coordinate service, repair and breakdown activity for material handling equipment. You will plan and schedule engineers, liaise with customers and drive jobs from enquiry through to invoicing.

The role demands strong organisational and communication skills, ability to manage multiple priorities, and experience with ERP/CRM or service management tools. A supportive team environment awaits.