Service Supervisor

Wallace Hind Selection LTD; Telford; On-site; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Overtime

33 days holiday

Pension plans

Death-in-service

Sick pay

Critical illness covers

Reward Hub access

Job summary

Wallace Hind Selection LTD is seeking a Service Supervisor – Plant Vehicles, Plant, Manufacturing. You will coordinate day-to-day activities of Field Service Engineers, ensure customers receive support, and equip engineers with what they need to complete jobs.

Key duties include handling calls, scheduling, ensuring accurate information and paperwork, and liaison with internal teams while maintaining high service levels. The role emphasizes organisation and proactive communication.

Qualifications

• Experience in customer service, service coordination or aftersales environment.
• Strong organisational and planning skills.
• Ability to manage multiple priorities simultaneously.
• Confidence 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 is advantageous.
• Mechanical knowledge of plant vehicles or similar plant equipment is beneficial.

Responsibilities

• Take customer calls and book service jobs.
• Allocate work to Field Service Engineers based on priority and location.
• Ensure engineers have correct information, parts and resources to complete repairs.
• Monitor job progress and keep customers updated throughout.
• Manage holiday requests and act as first point of contact for engineer absences.
• Review job write-ups and ensure paperwork is accurate and complete.
• Process jobs through to invoice stage and resolve invoice queries.

Skills

Customer service

Service coordination

Organisational skills

Communication skills

Multitasking

MS Office

ADP knowledge

PDA knowledge

Plant knowledge

Tools

ADP systems

PDA systems

MS Office Suite

Job description

Overview

We are looking for a Service Supervisor who enjoys being at the heart of a busy operation. This role suits someone who thrives on variety, builds relationships, and delivers excellent customer service. You will be the key link between customers, Field Service Engineers, Parts Department, and Depot Management, ensuring work is planned efficiently and completed to a high standard.

Location

West Bromwich

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

Job Description

Service Supervisor – Plant Vehicles, Plant, Manufacturing. As our Service Supervisor, you will take ownership of the day-to-day coordination of our Field Service Engineers, ensuring 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

Qualifications / Required Experience

• 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

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
• Access to the Reward Hub for retail discounts and travel deals, with ongoing opportunities for career progression

The Company

Founded in 1945, we are a leading manufacturer of construction, agricultural and industrial equipment, operating in more than 150 countries. We focus on customer support, engineering excellence and continuous innovation, dedicating effort to developing talented people and rewarding careers.