Due to continued expansion and restructuring, we are looking for a Service Controller to join our team in Corby, Northamptonshire.
As a Service Controller, you will be the central hub of the service department. You are responsible for managing the end-to-end service process – from the initial breakdown call or service request to final invoicing. This role requires a proactive individual capable of handling high-volume communications (approximately 40+ touchpoints daily) while maintaining precise control over engineer schedules and work in progress (WIP).
Key Responsibilities
- Service Coordination & Communication:
- Act as the primary point of contact for approximately 40 incoming calls and emails daily, logging breakdowns and routine service requests accurately.
- Determine the nature and priority of faults to ensure rapid response times for critical equipment.
- Maintain regular contact with customers to provide updates on job progress and minimise machine downtime.
- Resource Scheduling & Engineer Management:
- Manage the time scheduler/planner, allocating jobs to a team of field engineers based on location, skill set, and urgency.
- Monitor engineer attendance and real-time job progress to optimise daily productivity.
- Liaise with the Service Manager and Aftermarket Team to address technical challenges and resource gaps.
- Service Administration & Financial Control:
- Open and close work orders (job cards) promptly, ensuring all labour hours and parts are accurately recorded.
- Take full ownership of Work in Progress (WIP), ensuring jobs are moved through the system efficiently to avoid invoicing delays.
- Process retail invoices and support with warranty administration, resolving any customer invoice queries professionally.
- Identify warranty-eligible repairs and ensure authorisation is approved by OEM.
- Ensure Field Modification / campaigns are completed within the time frame and claimed for
Required Skills & Experience
- Experience: Proven background in service coordination or “hire desk” environments, ideally within the construction plant, agricultural, or HGV sectors.
- Organisational Prowess: Exceptional ability to multitask and prioritize in a fast-paced, high-pressure office environment.
- Financial Literacy: A solid understanding of WIP, job costing, and basic invoicing procedures.
- IT Proficiency: Strong skills in Microsoft Office and experience with industry-standard DMS management systems (e.g., Ibcos or similar).
- Interpersonal Skills: A confident communicator who can build relationships with both internal technical teams and external clients.
Salary & Benefits
- Base Salary: Typically ranges from £32,000 to £34,000 per year, depending on location and experience plus bonus scheme.
Job Types: Full-time, Permanent
Pay: £32,000.00-£34,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
Work Location: In person
