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
- Being a key point of contact for customers requiring servicing, repairs and breakdown support.
- Logging and managing breakdowns, service requests and customer enquiries.
- Coordinating the workload and diaries of our field service engineers.
- Booking planned servicing, maintenance and repair visits.
- Prioritising urgent breakdowns alongside planned work.
- Allocating engineers based on location, availability, experience and job requirements.
- Keeping customers informed regarding engineer attendance and job progress.
- Liaising with engineers throughout the day as workloads and priorities change.
- Reviewing engineers' completed job sheets and service reports.
- Identifying follow-up work, parts requirements and return visits.
- Preparing and sending repair quotations from engineers' reports.
- Following up outstanding quotations and arranging work once approved.
- Liaising with our Parts, Sales, Workshop and Accounts teams.
- Monitoring outstanding jobs to make sure work continues to progress.
- Ensuring completed jobs contain the information required for invoicing.
- Maintaining accurate customer, machine and service records.
For a more experienced candidate, the role can also include greater responsibility for:
- Taking day-to-day control of the field service schedule.
- Making operational decisions when breakdowns, delays or changing priorities affect the engineer diary.
- Monitoring engineer utilisation, travelling time and scheduling efficiency.
- Coordinating planned maintenance and service contract commitments.
- Managing jobs awaiting parts, quotations, customer approval or return visits.
- Preparing and managing more complex repair and refurbishment quotations.
- Handling customer service issues and complaints.
- Identifying repair, replacement and additional service opportunities.
- Monitoring unbilled and outstanding work.
- Helping develop and improve Service Department processes and procedures.
- Coordinating the flow of work between field service engineers and our workshop.
- Producing useful management information around workload, outstanding jobs 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-£38,000.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: In person
