Service Supervisor

Wallace Hind Selection LTD; Cannock Chase; On-site; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Overtime available

33 days holiday

Pension plans

Death-in-service coverage

Company sick pay

Critical illness coverage

Reward Hub access

Career progression opportunities

Job summary

Wallace Hind Selection is seeking a Service Supervisor to manage day-to-day coordination between customers, Field Service Engineers, Parts Department and Depot Management. You will ensure efficient planning, high standards of service and clear communication.

The role involves coordinating service calls, allocating orders by priority and location, and supporting engineers with information, parts and resources to complete repairs. A strong customer-service mindset is essential.

Qualifications

• Experience in customer service, service coordination or aftersales environment
• Strong organisational and planning skills
• Ability to manage multiple priorities and communicate effectively
• Good commercial awareness and attention to detail

Responsibilities

• Taking customer calls and booking service jobs
• Allocating work to Field Service Engineers based on priority and location
• Ensuring engineers have the correct information, parts and resources to complete repairs
• Monitoring job progress and keeping customers updated throughout
• Managing holiday requests and acting as the first point of contact for engineer absences
• Reviewing job write-ups and ensuring all paperwork is accurate and complete
• Processing jobs through to invoice stage and resolving invoice queries

Skills

Customer service

Organization

Communication

Prioritisation

Tools

Microsoft Office

ADP systems

PDA systems

Job description

We're looking for a Service Supervisor who enjoys being at the heart of a busy operation. This is a role for someone who thrives on variety, enjoys building relationships, and takes pride in delivering excellent customer service. You'll be the key link between our customers, Field Service Engineers, Parts Department, and Depot Management team, ensuring work is planned efficiently and completed to the highest standard. No two days are the same, and that's exactly how we like it.

BASIC SALARY

Up to £40,000

BENEFITS

• Overtime available, including two Saturdays per month
• Starting at 33 days of holiday per year, increasing with service.
• Pension plans, death‑in‑service coverage, and company sick pay.
• Critical illness covers and professional support resources are provided.
• Access to the company Reward Hub for retail discounts and travel deals, as well as ongoing opportunities for career progression.

LOCATION

West Bromwich

COMMUTABLE LOCATIONS

Birmingham, Walsall, Wolverhampton, Dudley, Stourbridge, Codsall, Cannock, Lichfield, Marston Green, Tamworth, Coleshill, Sutton Coldfield

JOB DESCRIPTION

As our Service Supervisor, you'll take ownership of the day‑to‑day coordination of our Field Service Engineers, making sure customers receive the support they need and engineers have everything required to complete the job successfully.

RESPONSIBILITIES

• Taking customer calls and booking service jobs
• Allocating work to Field Service Engineers based on priority and location
• Ensuring engineers have the correct information, parts and resources to complete repairs
• Monitoring job progress and keeping customers updated throughout
• Managing holiday requests and acting as the first point of contact for engineer absences
• Reviewing job write‑ups and ensuring all paperwork is accurate and complete
• Processing jobs through to invoice stage and resolving invoice queries

PERSON SPECIFICATION

We're less interested in job titles and more interested in finding someone who can build relationships, stay organised under pressure and genuinely cares about delivering great customer experience.

QUALIFICATIONS

• Experience in customer service, service coordination, service control or aftersales environment
• Strong organisational and planning skills
• The ability to manage multiple priorities at the same time
• Confidence in communicating with customers, engineers and internal teams
• Good commercial awareness and attention to detail
• Experience using Microsoft Office applications
• Knowledge of ADP systems and PDA systems would be advantageous
• Mechanical knowledge of plant vehicles or similar plant equipment would be beneficial, but not essential

THE COMPANY

Founded in 1945, we are one of the world's leading manufacturers of construction, agricultural and industrial equipment, operating in more than 150 countries worldwide. Renowned for innovation, quality and reliability, we design and manufacture a wide range of machinery that helps customers build, maintain and power essential industries. With a strong focus on customer support, engineering excellence and continuous innovation, we have earned a reputation as a trusted global brand and an employer committed to developing talented people and rewarding careers.

Wallace Hind Selection, alongside our client, embraces diversity, champions equality, and fosters inclusion to create a work environment where everyone belongs and thrives.