Service Desk Lead: Equipment Maintenance & Dispatch

Bennie Group; Grantham; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

Development opportunities

Bi-annual socials

Christmas turkey

Job summary

Bennie Group is expanding with a new Grantham branch and invites applications for a Service Controller. The role focuses on coordinating service, repair and breakdown work for our material handling equipment customers, working closely with customers, engineers and internal teams to deliver high standards of service.

The successful candidate will manage inquiries, schedule engineers, assist with quotes and invoicing, and help drive service process improvements as the arm grows.

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.
• Able to prioritise work effectively in a busy service desk.
• Strong attention to detail and accurate record keeping.
• Calm and professional when liaising with customers, engineers and internal teams.
• Willingness to learn and support process improvement as the branch grows.

Responsibilities

• Be first point of contact for customers requiring service, repair, maintenance or breakdown support.
• Coordinate daily service desk activity, ensuring enquiries are handled promptly and accurately.
• Plan, schedule and allocate work to field service engineers considering availability and urgency.
• Liaise with customers to confirm service requirements and provide updates.
• Raise, monitor and progress service jobs in Protean, keeping records up to date.
• Prepare quotations for repair work and secure approvals where required.
• Coordinate parts ordering to minimise customer downtime.
• Review engineer reports and ensure proper closure and invoicing.
• Build relationships with customers, engineers, suppliers and colleagues.

Skills

Customer focused

Administration

Coordination

Communication

Prioritisation

Attention to detail

Teamwork

Process improvement

Microsoft 365

Tools

Protean

Sage

ERP/CRM systems

Job description

Bennie Group is expanding with a new Grantham branch and invites applications for a Service Controller. The role focuses on coordinating service, repair and breakdown work for our material handling equipment customers, working closely with customers, engineers and internal teams to deliver high standards of service.

The successful candidate will manage inquiries, schedule engineers, assist with quotes and invoicing, and help drive service process improvements as the arm grows.