Job Overview
JOB DESCRIPTION
Service Desk Controller – Fork Truck & Materials Handling Industry
Job Title: Service Desk Controller
Department: Service
Reports To: Service Manager
Location: Braintree, Essex
Hours: Mon – Thurs 07.45 – 16.45 Friday 07.45 – 16.00
Employment Type: Permanent – Full time
1. Job Purpose
The Service Desk Controller is responsible for the efficient day-to-day coordination of the Company's field service and engineering operations.
The role is the central point of contact between customers, service engineers, the Service Manager, parts department and management, ensuring that breakdowns, repairs, servicing, planned maintenance and statutory examinations are scheduled, progressed and completed efficiently.
The Service Desk Controller will ensure that customer requirements are dealt with promptly and professionally, engineers are appropriately allocated to jobs, and all service documentation and records are accurately maintained.
The role is critical to maintaining high levels of customer service, engineer utilisation, first-time fix performance, job control and compliance.
2. Key Responsibilities
A. Service Desk & Customer Management
- Act as the primary point of contact for customers requiring service, repairs, breakdown assistance, servicing or examinations.
- Receive and accurately record customer service requests by telephone, email and other communication channels.
- Establish the nature and urgency of reported faults and determine the appropriate response.
- Provide customers with realistic information regarding engineer attendance and job progress.
- Keep customers informed of delays, parts requirements and changes to planned attendance.
- Deal with customer queries professionally and promptly.
- Escalate complaints and serious service issues to the Service Manager.
- Maintain a professional and customer-focused approach at all times.
Person Specification
Essential
- Previous experience in a service desk, engineering administration, service coordination or similar role.
- Excellent telephone and communication skills.
- Strong organisational and administration skills.
- Ability to prioritise multiple tasks.
- Ability to work under pressure.
- Good computer literacy.
- Good attention to detail.
- Ability to communicate effectively with engineers and customers.
- Ability to deal with changing priorities.
- Professional and customer-focused manner.
- Ability to work independently and as part of a team.
Desirable
- Previous experience within the forklift truck/materials handling industry.
- Experience of coordinating mobile engineers.
- Knowledge of forklift trucks and materials handling equipment.
- Knowledge of LOLER requirements.
- Experience of planned preventative maintenance.
- Experience using service management/job management software.
- Experience dealing with breakdowns and emergency call-outs.
- Understanding of parts and repair processes.
- Experience in an engineering or mechanical environment.
The role offers:
Full-time, permanent employment
Pension Scheme
- A varied role with genuine responsibility
- A friendly and team-focused working environment
- The opportunity to work closely with customers, suppliers, drivers and workshop teams
A position where strong performance, reliability and customer service are highly valued
Pay: From £27,500.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: In person
