Service Controller

Service Controller

Location: Exeter
Salary: £35k - £38k – Bonus Scheme Approx £6k
Contract Type: Permanent, Full-Time
Working Hours: Monday – Friday, with emergency call-out cover as required

As part of our continued growth, we are looking for a Service Controller to join our team, a market-leading brand in plant machinery. This is a key role in ensuring customer satisfaction through efficient service operations and engineering workforce management.

Key Responsibilities

• Coordinate and communicate daily work requirements to engineers
• Provide customers with estimated time of arrival and job details
• Update customers, engineers, and management on job status and additional requirements
• Ensure rapid response to customer needs, enhancing customer satisfaction
• Prevent customer disputes by ensuring clear communication and efficient service
• Oversee and verify warranty work, including documentation and photographic evidence
• Maximise retail sales hours to exceed company targets
• Ensure workshops, vehicles, and equipment maintain professional standards
• Support and motivate the engineering team, addressing concerns and recommending training
• Assist outlying depots as needed to maintain consistent service levels
• Check new machines upon arrival and inspect them before customer delivery
• Raise and review job cards, verifying engineers’ times and ensuring accuracy before invoicing
• Recommend service department purchases to maintain efficiency
• Ensure compliance with Health & Safety policies and company procedures
• Maintain 24/7 emergency call-out coverage to support customers

What We’re Looking For

• Strong organisational and communication skills
• Experience in service control, engineering, or a related industry
• Ability to manage a team, ensuring high levels of motivation and efficiency
• Knowledge of warranty standards and ability to oversee repair documentation
• Proactive approach to customer service and dispute resolution
• Ability to work to targets, budgets, and performance objectives
• Understanding of health and safety regulations

What We Offer

• Competitive salary
• Industry-leading training at our Headquarters
• 23 days holiday + Bank Holidays
• Company pension scheme
• Health Cash Plan and Employee Assistance Programme (EAP)
• Life assurance (3x basic salary)
• Opportunity to work with a forward-thinking, family-run business representing one of the strongest brands in the industry

For any further questions please call Pertemps Exeter 01392719811 and ask to speak to Matt