Job Overview
Aquajet Cleaning Equipment is a long-established, family-run business specialising in the manufacture, supply, service and repair of professional cleaning equipment.
We are looking for a Service Coordinator / Service & Workshop Controller to join our team and play a key role at the centre of our busy Service Department.
We're deliberately keeping an open mind about the level of experience we're looking for.
You may already be an experienced Service Coordinator or Controller who is comfortable managing field engineers and wants the opportunity to take on greater responsibility. Equally, you may have strong administration, customer service and organisational experience and be looking for the opportunity to develop into a more senior operational role.
Our aim is to develop this position so that the successful person can increasingly take ownership of the field service operation, breakdowns, planned maintenance and workshop workload, allowing senior management to focus on the wider operation and development of the business.
Duties
Your responsibilities will develop depending on your experience, but will include:
- Acting as a key point of contact for customers requiring servicing, repairs and breakdown support.
- Logging and managing breakdowns, service requests and customer enquiries.
- Coordinating the day-to-day workload and diaries of our field service engineers.
- Booking planned servicing, maintenance and repair visits, while prioritising urgent breakdowns.
- Allocating engineers based on location, availability, experience and job requirements.
- Liaising with engineers throughout the day and adjusting schedules as workloads and priorities change.
- Keeping customers informed regarding engineer attendance, job progress and any required follow-up work.
- Reviewing completed job sheets and service reports to identify parts requirements, further repairs and return visits.
- Preparing and sending repair quotations and following these through to approval and booking.
- Monitoring outstanding jobs to ensure work continues to progress through to completion.
- Liaising with our Parts, Sales, Workshop and Accounts teams to ensure jobs are completed efficiently.
- Ensuring completed jobs contain the information required for invoicing and maintaining accurate customer, machine and service records.
For a more experienced candidate, the role can also include greater responsibility for:
- Taking overall day-to-day control of the field service schedule and making operational decisions when priorities change.
- Monitoring engineer utilisation, travelling time and scheduling efficiency.
- Coordinating planned maintenance programmes and service contract commitments.
- Managing more complex or long-running jobs, including those awaiting parts, quotations, customer approval or return visits.
- Preparing and managing more complex repair and refurbishment quotations.
- Handling customer service issues and complaints and taking ownership through to resolution.
- Identifying repair, replacement and additional service opportunities.
- Monitoring outstanding and unbilled work to help ensure jobs are progressed and invoiced promptly resolving any disputes.
- Coordinating the flow of work between field engineers and our workshop.
- Helping develop and improve Service Department processes and procedures.
- Producing useful management information on workload, outstanding jobs, engineer utilisation and service performance.
Experience
Experience within field service, workshop, engineering, plant hire, machinery, automotive, facilities, maintenance or a similar service environment would be advantageous, but isn't essential.
- Highly organised and comfortable managing several priorities at once.
- Confident communicating with customers and engineers.
- Able to remain calm and make sensible decisions when plans change.
- Proactive rather than waiting to be told what needs doing.
- Comfortable taking ownership of problems and seeing them through.
- Commercially aware and able to understand the importance of costs, quotations and getting jobs completed.
- Confident using computer systems, email and Microsoft Office.
- A good team player who can work across different departments.
This is an opportunity to join a business where you can make a genuine impact rather than simply becoming another member of a large service desk.
As we continue to develop the business, we want the person joining us to have the opportunity to develop with it and become an important part of how our Service operation is run.
Pay: £27,000.00-£36,000.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: In person
