Service Supervisor

Wallace Hind Selection; Shrewsbury; On-site; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Overtime

33 days holiday per year

Pension plans

Death-in-service

Sick pay

Critical illness covers

Reward Hub discounts

Career progression opportunities

Job summary

Wallace Hind Selection is seeking a Service Supervisor to coordinate Field Service Engineers and manage customer support, ensuring efficient planning and high standards. You will be the linchpin between customers, engineers, parts, and depot management, delivering consistent service in a busy operation.

The role focuses on organising workflow, liaising with customers, engineers, and internal teams, and maintaining accurate paperwork while driving on-time job completion.

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.

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

Service coordination

Planning & organisation

Communication

Office software

ADP knowledge

Plant equipment knowledge

Tools

PDA systems

ADP 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