Service Co-ordinators

EMCA; Cootehill; On-site; EUR 48,000 - 68,000; Full time

Job summary

EMCA in Ireland is seeking a Technical Service Controller to coordinate the day-to-day activities of the service department, planning and delivering engineering service and maintenance work. You will lead a team of service engineers, schedule visits, manage documentation, and ensure high-quality, timely service while maintaining strong relationships with customers and suppliers.

The role requires excellent organisational and communication skills, the ability to prioritise competing tasks, and a

Qualifications

• Third-level qualification in Engineering or related discipline.
• Qualification in administration, engineering, business, or a technical discipline will also be considered.
• Experience coordinating field-based engineers, technicians, or maintenance personnel is desirable.
• Strong IT skills, including Word, Excel, and Outlook.
• Experience using service management software, ERP systems, or scheduling tools is desirable.

Responsibilities

• Coordinate daily service department activities and allocate work to engineers.
• Plan, schedule, and prioritise service calls, maintenance visits, breakdowns, and customer requests.
• Monitor progress and ensure completion within agreed times.
• Maintain service documentation and records.
• Communicate with customers, engineers, suppliers, and management.
• Support scheduling, tools, and parts availability.

Skills

Leadership

Org & Planning

Communication

Customer focus

Problem solving

Time management

Education

Engineering degree (Mech/Electrical)

Admin/Business qualification

Tools

MS Office (Word/Excel/Outlook)

ERP / service management software

Scheduling tools

Job description

Job Description – Service Controller

The Technical Service Controller is responsible for coordinating and managing the day-to-day activities of the service department, ensuring the efficient planning, allocation, and delivery of engineering service and maintenance work. The role involves coordinating a team of service engineers, scheduling customer visits, allocating resources, monitoring job progress, managing service documentation, and maintaining effective communication between customers, engineers, suppliers, and internal departments.

Job Description – Service Controller

The Technical Service Controller is responsible for coordinating and managing the day-to-day activities of the service department, ensuring the efficient planning, allocation, and delivery of engineering service and maintenance work. The role involves coordinating a team of service engineers, scheduling customer visits, allocating resources, monitoring job progress, managing service documentation, and maintaining effective communication between customers, engineers, suppliers, and internal departments. The successful candidate will play a key role in ensuring service requests are managed efficiently, jobs are completed on time and to the required technical and quality standards, and customers receive a professional and responsive service experience. The position requires strong organisational, communication, planning, and problem-solving skills, together with the ability to manage competing priorities in a busy service environment.

Key Responsibilities

Service Planning & Coordination

• Coordinate the day-to-day activities of the service department and manage the allocation of work to service engineers.
• Plan, schedule, and prioritise service calls, maintenance visits, breakdowns, and customer requests.
• Allocate engineering resources based on skills, availability, location, and job requirements.
• Ensure engineers have the necessary information, equipment, materials, and resources to complete assigned jobs.
• Monitor daily work schedules and adjust engineer allocations in response to changing priorities and urgent service requirements.
• Coordinate planned preventative maintenance (PPM) schedules and ensure servicing is completed within agreed timeframes.
• Monitor outstanding service requests and ensure all jobs are progressed through to completion.
• Identify scheduling conflicts, resource constraints, and potential delays and take appropriate action.
• Ensure service activities are coordinated efficiently to maximise engineer utilisation and productivity.
• Support the implementation and continuous improvement of service planning and scheduling procedures.

Engineer & Resource Management

• Coordinate and oversee the daily workload of the service engineering team.
• Provide engineers with clear job instructions, customer details, site information, and technical requirements.
• Monitor engineer availability, attendance, workloads, and job completion status.
• Maintain regular communication with field-based engineers throughout the working day.
• Assist with managing annual leave, training schedules, and engineering resource availability.
• Ensure engineers have access to the appropriate tools, equipment, spare parts, and technical documentation.
• Coordinate the provision of additional labour or specialist technical support where required.
• Monitor engineer performance, productivity, and adherence to agreed service standards.
• Support the development of a collaborative, accountable, and customer-focused engineering team.
• Escalate operational, technical, or resource-related issues to management where necessary.

Customer Service & Communication

• Act as a key point of contact for customers regarding service requests, breakdowns, maintenance visits, and ongoing service activities.
• Respond professionally and promptly to customer enquiries, ensuring requests are recorded and actioned.
• Liaise with customers to arrange service appointments, confirm attendance, and communicate scheduling updates.
• Keep customers informed of job progress, engineer arrival times, delays, and any changes to planned service activities.
• Manage customer expectations and ensure service commitments and response times are maintained.
• Handle customer concerns and service-related issues professionally, escalating complaints where appropriate.
• Build and maintain positive working relationships with customers through effective communication and service delivery.
• Ensure customer requirements and relevant site-specific information are communicated clearly to service engineers.
• Follow up with customers following service visits where necessary to confirm satisfactory completion of work.
• Promote a professional, responsive, and customer-focused approach throughout the service department.

Service Administration & Documentation

• Receive, log, and process incoming service requests, breakdown calls, and maintenance enquiries.
• Create, allocate, update, and close service jobs within the company’s service management or ERP system.
• Maintain accurate records of service calls, engineer allocations, job progress, and completed works.
• Ensure service reports, timesheets, job sheets, and technical documentation are completed and returned by engineers.
• Monitor outstanding job sheets and follow up with engineers to ensure documentation is submitted promptly.
• Review completed service reports to ensure all relevant information is recorded accurately.
• Maintain records of equipment serviced, maintenance history, parts used, and follow‑on work required.
• Assist with the preparation of service quotations, customer reports, and maintenance proposals.
• Ensure service records and customer information are maintained accurately and are readily accessible.
• Coordinate the preparation of service documentation, certificates, and customer handover information where required.

Service Performance & Quality Control

• Monitor the progress and completion of service jobs to ensure work is delivered within agreed timescales.
• Ensure completed work meets company procedures, customer specifications, and required quality standards.
• Track service department KPIs, including response times, job completion rates, engineer utilisation, and outstanding work.
• Monitor overdue jobs and follow up on outstanding actions to ensure timely resolution.
• Identify recurring service issues, delays, and operational inefficiencies and bring these to management’s attention.
• Coordinate follow‑up visits where additional work, repairs, or parts are required.
• Assist with monitoring service costs, labour hours, travel time, and material usage.
• Support the implementation of corrective actions arising from customer feedback, service issues, or quality reviews.
• Identify opportunities to improve service delivery, productivity, and customer satisfaction.
• Assist management with preparing regular service reports and operational performance updates.

Parts, Equipment & Procurement Coordination

• Coordinate the availability of spare parts, materials, tools, and equipment required for service jobs.
• Liaise with suppliers and internal purchasing personnel regarding parts availability and delivery schedules.
• Ensure required materials are ordered and available ahead of planned service visits where possible.
• Monitor outstanding parts orders and follow up on delayed or backordered items.
• Coordinate the delivery or collection of parts and equipment to engineers or customer sites.
• Assist with maintaining accurate records of spare parts usage and service‑related stock requirements.
• Identify potential parts shortages that may affect service delivery and communicate these to management.
• Support the efficient management and utilisation of service vehicles, tools, and equipment.

General Duties

• Work closely with service managers, engineers, project managers, technical personnel, and other departments.
• Provide operational and administrative support to the service management function.
• Assist with developing and maintaining service department procedures, systems, and reporting processes.
• Ensure service activities are coordinated in line with company policies and customer requirements.
• Maintain accurate records and ensure confidentiality of company and customer information.
• Demonstrate flexibility in responding to urgent breakdowns, changing customer requirements, and operational priorities.
• Undertake additional administrative, coordination, and service‑related duties as required.
• Show initiative and willingness to develop technical knowledge and take on additional responsibilities.

Health, Safety & Compliance

• Understand and comply with company health, safety, and environmental (HSE) policies and procedures.
• Ensure service engineers are made aware of relevant site‑specific health and safety requirements before attending customer sites.
• Support the coordination of safe working practices across all service activities.
• Ensure appropriate risk assessments, method statements, permits, and other required documentation are available where applicable.
• Monitor the submission and maintenance of relevant safety and service documentation.
• Ensure engineers have appropriate training, qualifications, and certifications for the work being undertaken.
• Report any safety concerns, incidents, near misses, or non‑compliance to management.
• Promote a positive health and safety culture throughout the service department.

Qualifications & Experience

• Third-level qualification in Engineering, Mechanical Engineering, Electrical Engineering, Business Management, Operations Management, or a related discipline is desirable.
• A qualification in administration, engineering, business, or a technical discipline will also be considered.
• Previous experience in a service coordination, service administration, engineering support, or technical operations role is desirable.
• Experience coordinating field-based engineers, technicians, or maintenance personnel is a distinct advantage.
• Understanding of mechanical, electrical, industrial, or engineering service environments is desirable.
• Experience in planning and scheduling service calls, maintenance activities, or technical resources is an advantage.
• Good IT skills, particularly Microsoft Office applications, including Word, Excel, and Outlook.
• Experience using service management software, ERP systems, job management platforms, or scheduling tools is desirable.
• Understanding of customer service processes, maintenance requirements, and service documentation is an advantage.
• Ability to manage multiple service requests and competing priorities effectively.
• Strong administrative and organisational capabilities, with good attention to detail.
• Willingness to develop technical knowledge through training and ongoing professional development.
• Full clean driving licence is an advantage.

Skills & Competencies

• Excellent organisational, planning, and coordination skills.
• Strong leadership and team coordination abilities.
• Excellent communication and interpersonal skills.
• Customer-focused approach with a commitment to delivering high-quality service.
• Ability to manage and prioritise multiple tasks in a fast‑paced operational environment.
• Strong problem‑solving skills and the ability to make effective decisions under pressure.
• Ability to coordinate resources and respond quickly to changing operational requirements.
• Good attention to detail and accuracy when maintaining records and service documentation.
• Strong time management skills and ability to meet deadlines.
• Ability to communicate effectively with engineers, customers, suppliers, and management.
• Proactive approach with the ability to use initiative and take ownership of responsibilities.
• Good IT, administration, reporting, and system management skills.
• Ability to work independently and as part of a multidisciplinary team.
• Professional attitude, reliability, flexibility, and strong work ethic.
• Commitment to continuous improvement and delivering an excellent customer experience.

Working Conditions

• Primarily office‑based, with regular communication and interaction with field‑based service engineers.
• Responsible for coordinating service activities across multiple customer sites and locations.
• Regular interaction with customers, service engineers, service management, suppliers, and internal departments.
• Requires the ability to work in a busy operational environment where priorities and schedules may change throughout the day.
• May require flexibility to accommodate urgent breakdowns, emergency service requests, and changing customer requirements.
• Opportunities for professional development, further technical training, and career progression into Service Management and Senior Operations Coordination roles.