Services Controller

Elite Consultancy Network Limited.; Nottingham; On-site; GBP 33,000 - 35,000; Full time

Job summary

Elite Consultancy Network Limited in Newark is seeking an experienced Service Controller to coordinate field service engineers and manage customer service from enquiry to job completion. You will work with engineers, parts, workshop, and customers to keep aftersales operations efficient and responsive.

The role requires strong organisation, clear communication, and proactive problem solving to maintain high customer satisfaction.

Qualifications

• Experience coordinating field service engineers in a busy environment.
• Strong organisational skills with multiple jobs, engineers and customer priorities.
• Excellent communication and customer service skills with internal stakeholders.
• Proactive problem solving, especially when managing breakdowns and changing schedules.
• Good IT and administrative skills, including service management systems and MS Office.

Responsibilities

• Scheduling and coordinating field service engineers, ensuring workloads are planned efficiently and resources are allocated appropriately.
• Managing incoming service requests, prioritising urgent breakdowns and ensuring customer issues are addressed promptly.
• Acting as a key point of contact for customers, providing updates on engineer attendance, repair progress and expected completion times.
• Liaising with engineers, parts, workshop and other internal teams to ensure resources are available to complete jobs.
• Monitoring outstanding work, following up on incomplete jobs and ensuring service reports and job records are processed accurately.
• Coordinating parts requirements and supporting warranty claims, quotations and service administration.
• Monitoring engineer utilisation, service response times and job completion to improve overall operational performance.
• Identifying opportunities to improve service processes, customer experience and aftermarket sales.

Skills

Scheduling

Field service coordination

Customer service

Communication

IT skills

Tools

Service management systems

Microsoft Office

Job description

Ready for your next move in the machinery and engineering sector?

Are you an experienced Service Controller who enjoys coordinating engineers, solving problems and ensuring customers receive an excellent level of service? Are you looking to join an established business where you can make a real difference to the day-to-day running of a busy aftersales operation?

We’re working with a well-established specialist machinery business supplying equipment and aftermarket support across the construction, forestry, recycling and associated industries. Working with recognised machinery brands, the business is committed to delivering high-quality service, maintenance and technical support to its customers.

Due to the needs of the business, they are looking to recruit a proactive and organised Service Controller to join their team in Newark.

As Service Controller, you’ll play a key role in keeping service operations running efficiently, ensuring field service engineers are scheduled effectively and customer requirements are managed from initial enquiry through to job completion.

You’ll work closely with engineers, customers, parts, workshop and internal departments to coordinate workloads, resolve issues and maintain high standards of customer satisfaction. This is an excellent opportunity for someone who enjoys a varied role, thrives under pressure and takes pride in keeping operations organised and running smoothly.

Your key responsibilities will include:

• Scheduling and coordinating field service engineers, ensuring workloads are planned efficiently and resources are allocated appropriately.
• Managing incoming service requests, prioritising urgent breakdowns and ensuring customer issues are addressed promptly.
• Acting as a key point of contact for customers, providing updates on engineer attendance, repair progress and expected completion times.
• Liaising with engineers, parts, workshop and other internal teams to ensure the correct resources are available to complete jobs.
• Monitoring outstanding work, following up on incomplete jobs and ensuring service reports and job records are processed accurately.
• Coordinating parts requirements and supporting warranty claims, quotations and service administration.
• Monitoring engineer utilisation, service response times and job completion to help improve overall operational performance.
• Identifying opportunities to improve service processes, customer experience and aftermarket sales.

We’re keen to speak with candidates who have previous experience in a Service Controller, Field Service Coordinator, Workshop Controller or similar service coordination role.

Ideally, you’ll bring:

• Experience within construction plant, heavy machinery, agricultural equipment, HGVs, materials handling or a related engineering environment.
• Strong organisational skills, with the ability to manage multiple jobs, engineers and customer priorities simultaneously.
• Excellent communication and customer service skills, with the confidence to deal with customers and internal stakeholders at all levels.
• A proactive approach to problem-solving, particularly when managing urgent breakdowns and changing schedules.
• Good IT and administrative skills, including experience using service management systems and Microsoft Office.
• Commercial awareness and an understanding of the importance of engineer utilisation, parts availability and efficient job completion.
• A positive, team-focused attitude, with the ability to take ownership of issues and see them through to resolution.

£33,000–£35,000 basic salary, depending on experience.

10% bonus opportunity on top of your basic salary.

• The opportunity to join an established specialist machinery business representing recognised equipment brands.
• A varied and engaging role within a busy aftersales operation where your contribution will directly support customer satisfaction and business performance.
• The chance to work alongside experienced engineering and service professionals, with opportunities to develop your skills and progress your career within the machinery sector.
• A Newark-based position offering the opportunity to become an important part of the service team.