Service Controller

JOB TITLE: SERVICE CONTROLLER
LOCATION: Newark, Nottinghamshire
SALARY: £33,000–£35,000 per annum, plus 10% bonus
LOCATION:Newark, Nottinghamshire.

THE OPPORTUNITY:
Our client is an established specialist machinery business supplying equipment and aftermarket support to customers across the construction, forestry, recycling and associated industries. Working with leading machinery brands, the business provides equipment sales, servicing, maintenance, repairs and parts support to customers throughout the UK.
An opportunity has arisen for an organised and customer-focused Service Controller to join the aftersales team at the Newark depot. This is a key role coordinating field service engineers, managing service schedules and ensuring customer requirements are handled efficiently, helping maximise machine uptime and deliver a high standard of customer service.
This position would suit an experienced Service Controller or service professional with a background in plant, construction equipment, agricultural machinery, HGVs or a similar engineering environment who enjoys working in a fast-paced, customer-focused operation.

KEY RESPONSIBILITIES:
• Coordinate and schedule field service engineers, allocating work according to customer priorities, engineer availability, location and technical requirements.
• Act as a key point of contact for customers requiring servicing, maintenance, breakdown assistance and technical support.
• Manage incoming service requests, assess urgency and ensure jobs are planned and progressed efficiently.
• Monitor engineer workloads and utilisation, adapting schedules to respond to changing priorities and urgent breakdowns.
• Maintain accurate service records, job details, engineer reports and customer information within the company’s business management system.
• Liaise with engineers, parts, sales, workshop and other internal teams to ensure the correct resources are available to complete jobs.
• Coordinate parts requirements, ensuring components are identified, ordered and available to minimise delays and equipment downtime.
• Monitor outstanding work, follow up on incomplete jobs and ensure service reports are returned and processed promptly.
• Review engineer reports to identify additional repair requirements, service opportunities and potential parts or aftermarket sales.
• Support the preparation of quotations, service contracts and maintenance packages, ensuring customers receive timely and accurate information.
• Assist with warranty claims, ensuring supporting documentation is complete and submissions are processed within manufacturer and company guidelines.
• Monitor service performance, response times, job completion, engineer productivity and customer satisfaction.
• Maintain regular communication with customers regarding engineer attendance, repair progress, costs and expected completion times.
• Ensure service administration is completed accurately and in line with company procedures, quality standards and health and safety requirements.
• Identify opportunities to improve scheduling, resource utilisation, customer communication and the overall efficiency of the service department.

ABOUT YOU:
• Previous experience in a Service Controller, Field Service Coordinator, Workshop Controller or similar service coordination role.
• Experience within construction plant, heavy machinery, agricultural equipment, HGVs, materials handling or a related engineering sector would be advantageous.
• Strong organisational skills, with the ability to coordinate multiple engineers, jobs and customer priorities simultaneously.
• Excellent communication and customer service skills, with the confidence to liaise with customers, engineers, suppliers and internal stakeholders.
• A practical, proactive approach to problem-solving, particularly when managing breakdowns, scheduling conflicts and changing priorities.
• Good IT and administrative skills, including experience using service management systems and Microsoft Office.
• Commercial awareness, with an understanding of labour utilisation, service costs, parts availability and the importance of efficient job completion.
• Strong attention to detail and the ability to maintain accurate records while working to deadlines.
• A team-focused approach, with the confidence to take ownership of issues and see them through to resolution.

WHAT’S ON OFFER:
• Salary of £33,000–£35,000 per annum, depending on experience.
• 10% bonus opportunity.
• The opportunity to join an established specialist machinery business representing recognised equipment brands.
• A varied role within a busy aftersales operation, working closely with engineers, customers and internal departments.
• The opportunity to make a real contribution to service efficiency, customer satisfaction and the continued development of the aftersales function.
• Long-term career development within the machinery and equipment sector.