Service Desk Controller – Materials Handling Support

First Military Recruitment Ltd; Bury St Edmunds; On-site; GBP 28,000 - 30,000; Full time

Job summary

First Military Recruitment are seeking a Service Controller in the UK for a client in the materials handling industry. Location is Bury St Edmunds with salary £28,000–£30,000 per year.

You will be the first point of contact for service, repair and breakdown support, coordinate the service desk, and plan work for field engineers across the branch. duties include liaising with customers, raising service jobs in Protean, preparing quotations, and assisting invoicing while promoting health and

Qualifications

• Be highly customer-focused and committed to delivering a professional service.
• Excellent administration, organisation and coordination skills.
• 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 proactive, practical and solutions-focused when dealing with issues or changing priorities.

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

Customer-focused

Administration

Communication

Prioritisation

Attention to detail

Team player

MS 365

ERP/CRM experience

Tools

Protean ERP

Sage

CRM systems

Job description

First Military Recruitment are seeking a Service Controller in the UK for a client in the materials handling industry. Location is Bury St Edmunds with salary £28,000–£30,000 per year.

You will be the first point of contact for service, repair and breakdown support, coordinate the service desk, and plan work for field engineers across the branch. duties include liaising with customers, raising service jobs in Protean, preparing quotations, and assisting invoicing while promoting health and