Service Supervisor

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

Benefits offered by this job

Overtime available

33 days holiday per year

Pension plans

Death-in-service coverage

Company sick pay

Rewards Hub and career progression

Job summary

Wallace Hind Selection LTD is seeking a Service Supervisor to manage the day-to-day coordination of our Field Service Engineers, ensuring customers receive the support they need and engineers have everything required to complete jobs.

You will be the key link between customers, the Parts Department and Depot Management, planning work efficiently and delivering work to the highest standard in a busy operation.

Qualifications

• Experience in customer service, service coordination, or aftersales environment.
• Strong organizational and planning skills.
• Ability to manage multiple priorities.
• Confident communication with customers, engineers and internal teams.
• Experience using Microsoft Office.
• Knowledge of ADP and PDA systems advantageous.
• Mechanical knowledge of plant vehicles or similar equipment beneficial.

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

Communication

Microsoft Office

Tools

ADP systems

PDA systems

Job description

Overview

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.

Location

West Bromwich

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

• 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

• Basic salary: up to £40,000
• 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

EEO Statement

Wallace Hind Selection, alongside our client embrace diversity, champion equality, and foster inclusion to create a work environment where everyone belongs and thrives.