Field Service Controller

Field Service Controller
Portsmouth
Permanent | Full time
£50,000 + Performance Bonus

Role Overview

Join a busy Field Service team coordinating engineers, customer support and service operations across the UK. You'll ensure efficient planning, high customer satisfaction and smooth delivery of maintenance and repair activities within the heavy machinery and construction equipment sector.

Key Responsibilities

• Act as the main point of contact for customer service enquiries and breakdowns.
• Provide technical support and advice to customers.
• Plan and schedule field engineer workloads across the UK.
• Allocate resources to maximise productivity and meet service targets.
• Monitor and adjust schedules to meet changing priorities.
• Coordinate parts ordering and delivery for service and repair work.
• Ensure engineers have the correct parts and equipment for each job.
• Manage warranty claims and warranty campaigns.
• Ensure warranty documentation is accurate and submitted on time.
• Resolve invoice queries in collaboration with the finance team.
• Monitor engineer Work in Progress (WIP) and job status.
• Maintain accurate service records and reporting.
• Provide customers with regular updates on repair progress.
• Build strong relationships with customers and internal teams.
• Ensure compliance with Health & Safety procedures.
• Support continuous improvement of service processes and systems.

Essential Skills & Experience

• Minimum 5 years' experience in a Field Service Controller, Service Coordinator or similar role.
• Experience within heavy machinery, construction equipment, engineering or automotive sectors.
• Strong knowledge of machinery servicing, maintenance and repairs.
• Experience planning and coordinating field engineers.
• Knowledge of warranty processes and service administration.
• Experience using service management, ERP or CRM systems.
• Excellent customer service and communication skills.
• Strong organisational and workload planning abilities.
• Good analytical and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Good understanding of Health & Safety requirements.
• Strong leadership and stakeholder management skills.
• Continuous improvement mindset with a focus on operational efficiency.
• Full UK Driving Licence preferred.

Apply now or call Lynsey at Key Recruitment for more information