Service Administrator

Job Description: Service & Parts Administrator Division/Function: Mildenhall
Department: Aftersales
Reports to: Head of Construction
Date: April 2026

Role Purpose As a Service & Parts Administrator, you will provide essential support within the Aftersales team at the Mildenhall branch.
You will act as the first point of contact for customers requiring service assistance and ensure the timely processing of all depot activities, including timesheet capture, email and phone communications.
Your role is key to maintaining smooth service operations, supporting both field engineers and internal departments, while delivering a professional, responsive, and customer-focused experience in line with our standards.

Key Responsibilities Customer & Service Support

• Act as a primary support contact for aftersales service and parts via phone and email
• Handle customer enquiries and provide timely updates
• Conduct follow-up calls after service repairs or machine deliveries

Parts & Logistics Coordination

• Order parts, process Goods Received Notes (GRNs), and arrange shipping to customer sites
• Arrange transport for delivery of machines
• Ensure parts are correctly allocated/returned before invoicing

Administration & Systems

• Create, update, and maintain job records in IBCOS GOLD
• Input timesheets, approve labour entries, and support engineer time tracking
• Maintain accurate documentation for ISO compliance
• Set up and manage service contracts in the business management system

Service Operations Support

• Assist the Service Controller with:
  • Processing engineer service reports
  • Identifying upsell opportunities
  • Maintaining up-to-date Work in Progress (WIP) records with notes and delays
• Monitor EVI telematics and oil analysis reports and communicate findings to customers

Fleet & Equipment Coordination

• Schedule monthly inspections for demonstration fleet
• Coordinate Pre-Delivery Inspection (PDI) processes
• Print build sheets and create machine tags
• Manage tagging and documentation for new machines, stock, and demo fleet

Warranty & Compliance

• Assist in preparing and submitting warranty claims in line with guidelines
• Ensure compliance with company and manufacturer standards

Cross-Department Collaboration

• Work with internal teams (Engineering, Sales, Finance, Parts) to maximise efficiency
• Provide holiday cover for Controller and Parts Advisor roles when required

Limits of Authority

• Prioritise and schedule local engineering resources
• Support operational decision-making within the depot

Performance Measures

• Customer satisfaction and responsiveness
• Service efficiency and customer retention
• Accuracy of parts stock (target: 100%)
• Compliance with stock checks in line with group standards

Key Relationships

• Internal: Engineers, Service Supervisor, Parts, Sales, Finance
• External: Customers, Contractors, Suppliers

Knowledge, Skills & Experience

• Proficiency in:
  
  • Microsoft Office 365
  • CheckProof
  • EVI systems
• Strong:
  • Administrative and organisational skills
  • Time management and multitasking ability
  • Attention to detail (especially in financial and job records)
• Excellent:
  • Communication and customer service skills
  • Problem-solving and proactive mindset
• Good understanding of:
  • Machine servicing processes
  • Warranty procedures
  • Spare parts handling
• Experience coordinating with service engineers in a fast-paced environment