Job Title: Service Desk Coordinator
Location: Glasgow East
Reports To: Service Manager
Employment Type: Full-time (37.5 hours)
Position Overview:
We are seeking a proactive, organised, and customer-focused Service Coordinator to join our small engineering business. This role is key to ensuring efficient scheduling, communication, and support for our engineering service team. The Service Coordinator will also play a vital role in delivering a high standard of customer service by being the first point of contact for clients, ensuring their needs are met promptly and professionally. The ideal candidate will thrive in a fast-paced environment, balancing multiple priorities while maintaining strong client relationships and supporting the smooth operation of our service department.
Key Responsibilities:
Job Scheduling and Planning
- Coordinate and schedule service jobs, routine maintenance, and emergency call-outs.
- Acting as the first point of contact for the engineering workforce and sub-contractors
- Updating and closing out Reactive, PPM and Quoted jobs
- Raising purchase orders to sub-contractors for reactive works and obtaining ETAs and updates
- Assign engineers/technicians based on skill set, location, and availability.
- Monitor job progress and update schedules as needed.
Customer Communication:
- Principal point of contact for customer enquiries, incoming calls, and new work requests.
- Maintain professional communication with clients regarding appointments, updates, and follow-ups.
- Handle customer queries and escalate issues where necessary.
Job Administration & Reporting:
- Create and manage work instructions, job sheets, and service documentation.
- Track service job completion and ensure accurate data entry.
- Prepare reports on job status and quote status.
- Coordinating and supporting our Project Manager in project works across various projects including but not limited to general project administration, requesting quotations, and raising PO’s
Finance
- Job costing and invoicing on coupa supplier portal
Engineer Support:
- Provide logistical support to engineers (parts, access arrangements, job documentation).
- Maintain service stock levels and coordinate with suppliers when needed.
System & Process Management:
- Use Joblogic service management software to schedule and track jobs, manage customer records, generate work orders, and ensure accurate job documentation.
- Maintain up-to-date data in Joblogic including customer details, engineer schedules, parts usage, and job status.
Qualifications & Skills:
- Friendly, approachable, and professional manner when dealing with clients and team members.
- Previous experience in service coordination, scheduling, or administrative roles (engineering or technical industry preferred).
- Proficiency in Joblogic or similar service management software is desirable.
- Strong organisational and time management skills.
- Excellent communication skills – both verbal and written.
- High attention to detail and accuracy in administrative tasks.
- Proficiency with Microsoft Office (especially Outlook, Excel)
- Comfortable working in a small, close-knit team and contributing to a supportive work culture
- Ability to work independently
Essential
- Prior experience in similar role
- Knowledge of Job Logic
- Experience working in a busy high paced environment
Desirable:
- Knowledge of engineering services.
- Experience in a small business.
- Knowledge of Coupa supplier portal
Job Type: Full-time
Pay: £27,000.00-£33,000.00 per year
Benefits:
- Company pension
- On-site parking
- Private medical insurance
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
