Service Controller

Elite Consultancy Network is working in partnership with a leading name in heavy plant and machinery to recruit an experienced Service & Uptime Controller to oversee and coordinate nationwide service operations.

This is a key role within the service department, responsible for ensuring efficient resource scheduling, maintaining high levels of customer satisfaction, and supporting the performance of field and workshop-based engineers.

Ideal for a proactive and organised individual with a background in plant, construction, or automotive services, this role offers variety, autonomy, and the opportunity to influence service quality and delivery at a national level.

Key Responsibilities

• Service Planning & Coordination
  Manage the scheduling of field and workshop engineers to meet customer requirements. Allocate jobs based on urgency, geography, and technician capabilities.
• Customer Service Management
  Serve as the first point of contact for service-related enquiries. Provide timely updates, manage expectations, and ensure service levels are met.
• Team Leadership
  Oversee the daily activities of Field Service Engineers and Workshop Technicians. Approve timesheets, assign tasks, and balance field and workshop workloads.
• Parts & Job Management
  Order and track service parts via SAP. Ensure job records are created, updated, and progressed correctly through to completion and invoicing.
• Technical Support Coordination
  Log technical issues and quality concerns via internal ticketing systems. Provide first-line advice and escalate to external contractors or manufacturers where required.
• Compliance Oversight
  Ensure all service operations comply with health and safety regulations, including site-specific requirements and risk assessments.
• Performance Reporting
  Maintain accurate service records. Produce regular reports for senior management and support service review meetings.
• Process Improvement
  Identify inefficiencies or bottlenecks in the service workflow. Support and implement initiatives to improve service delivery and operational efficiency.

Required Experience

• Minimum 5 years’ experience in a service control, coordination, or customer support role within construction, plant, or automotive sectors
• Proven background in managing or supervising a technical team
• Understanding of mechanical or hydraulic systems and ability to interpret technical drawings and documentation
• Proficient in Microsoft Office (Word, Excel, Outlook)
• Working knowledge of SAP or similar ERP systems preferred

Key Competencies

• Strong organisational and time management skills
• Excellent verbal and written communication
• Customer-focused with a proactive and solutions-based approach
• Capable of managing multiple tasks and priorities under pressure
• Commercial awareness and ability to manage costs
• Confident decision-making and resource planning skills
• High level of emotional intelligence and resilience

What’s On Offer

• Competitive salary package
• Permanent, full-time role with progression opportunities
• Supportive and professional working environment
• Involvement in continuous improvement projects
• Opportunity to make a real impact on service delivery performance

How to Apply To apply, please submit your CV via Elite Conultancy Network, For a confidential discussion about the role, contact a member of our team.