Service Desk Lead – Field Service Operations

NEOS Recruitment; Devizes; On-site; GBP 27,000 - 30,000; Full time

Job summary

NEOS Recruitment is seeking a Service Controller in Devizes to join a growing material handling equipment operation. You will coordinate service, repair and breakdown work, liaise with customers and engineers, and help ensure timely, accurate service delivery from a new branch.

This role requires excellent organisation, communication skills and a proactive approach in a fast-paced service desk environment. On-site role with potential for growth within the team.

Qualifications

• Be highly customer-focused and committed to delivering a professional service.
• Have excellent administration, organisation and coordination skills.
• Be 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 comfortable dealing with customers, engineers and internal teams in a calm and professional manner.
• Be proactive, practical and solutions-focused when dealing with issues or changing priorities.
• Be able to work well as part of a team and contribute positively to a new branch environment.
• Have a good working knowledge of Microsoft 365 packages.
• Have experience using ERP, CRM or service management systems.
• Experience with Sage, Protean or similar systems would be advantageous.

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.

Skills

Customer focus

Administration

Organisation

Coordination

Communication

Prioritisation

Attention to detail

Teamwork

MS 365

ERP/CRM systems

Tools

Protean ERP

Sage

CRM systems

Job description

NEOS Recruitment is seeking a Service Controller in Devizes to join a growing material handling equipment operation. You will coordinate service, repair and breakdown work, liaise with customers and engineers, and help ensure timely, accurate service delivery from a new branch.

This role requires excellent organisation, communication skills and a proactive approach in a fast-paced service desk environment. On-site role with potential for growth within the team.