Field Service Controller

Job purpose:

To plan all field service activities to a high level of customer service, ensuring all engineering resource is fully utilised. Completion of all DTGen processes to enable accurate and timely billing of work.

Daily roles and responsibilities: 

  • Management of service engineers
  • Act as the primary point of contact for service engineering staff
  • Plan and schedule engineers' work to maximise utilisation
  • Allocating engineers' jobs to REA
  • Liaise with customers to plan required site work
  • Liaise with SHEQ to supply RAMS, training records etc. as required to customers
  • Accept client phone calls, resolving client queries and escalating/delegating where required 
  • Raising calls e.g. breakdowns, remedials etc. on receipt of client PO and keep enquiry spreadsheet up to date
  • Plan engineers' on-call rota, ensuring that coverage is available 24/7/365
  • Usage of Company CRM system (Tesseract) and customer portal systems
  • Monitor and control Service and service reports inbox, resolving client technical/administrative queries and escalating/delegating where required
  • Carry out invoicing and job costing tasks
  • Ensuring paperwork is sent over to customers and records are kept up to date
  • Review and investigate customer complaints and escalate where required
  • Comply with the company health and safety policy
  • Comply with all aspects of the company’s ISO standards: Quality management - ISO 9001:2015 / Environmental - ISO 14001: 2015 / Occupational health and safety management - ISO 45001:2018, proactively contributing to the company’s continuous improvement programme
  • Observe & demonstrate behaviour in line with the core values of the company

Qualifications and skills: 

  • Conversant with key Microsoft applications: Outlook, Word, Excel, PowerPoint etc.
  • Proven field service planning experience
  • Strong phone contact handling skills and active listening
  • Familiar with business systems and practices
  • Customer service experience and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multitask, prioritise and manage time effectively
  • Friendly, assertive personality with a positive and confident manner
  • Can work on own initiative and be a team player

If you think you've got what it takes to join our team, please apply with your CV and covering letter to [email protected]