JOB MISSION
To plan and coordinate Service Engineer activities efficiently, ensuring customer visits, planned maintenance, breakdowns and project work are scheduled with the right resources, information and materials. The role supports high levels of engineer utilisation, customer satisfaction and service delivery through accurate planning, proactive communication and effective coordination across the Service organisation.
KEY ACTIVITIES AND ACCOUNTABILITIES
· Plan and schedule planned maintenance, breakdown, commissioning, warranty and project visits
- Allocate work to Service Engineers based on competence, location, availability and customer requirements
- Maintain accurate engineer diaries and optimise routes to improve utilisation and reduce unnecessary travel
- Confirm appointments with customers and provide timely updates when schedules change
- Ensure work orders contain the correct scope, site information, permits, risk information and customer contacts
- Coordinate parts, tools, access equipment and subcontract support so work can be completed as planned
- Monitor outstanding work, overdue visits and schedule risks, escalating issues where required
- Support urgent breakdown planning and reprioritise resources to meet customer needs
- Review completed visits, service reports and follow-up requirements to support timely closure
- Maintain accurate planning, customer and installed-base information within business systems
- Work with Service Managers to balance workload, capacity, holidays, training and regional coverage
- Contribute to service improvement activities and undertake projects assigned by the Line Manager
KEY INTERFACES
· Service Managers and Team Leaders
- Customers and site contacts
- Service Sales, Spare Parts and Technical Support teams
- Warehouse, purchasing, subcontractors and other support functions
KNOWLEDGE
· Working knowledge of service planning, scheduling and field-service coordination
- Competence in Microsoft Office, CRM and field-service management systems
- Understanding of customer service principles, work-order processes and service-level commitments
- General knowledge of the Company’s products, services and engineer competence requirements
- Awareness of health, safety and site-access requirements relevant to field-service activities
SKILLS AND ABILITIES
· Highly organised with strong planning and coordination skills
- Able to prioritise competing demands and respond effectively to changing circumstances
- Clear and professional written and verbal communication
- Accurate data entry and strong attention to detail
- Sound judgement and practical problem-solving ability
- Able to work independently while collaborating effectively across teams
- Confident in using scheduling, CRM and reporting systems
CHARACTER ATTRIBUTES
· Customer focused and professional
- Calm and decisive under pressure
- Proactive, dependable and accountable
- Flexible and willing to adapt to operational priorities
- Positive team player who builds constructive working relationships
- Continuous-improvement mindset
TYPE AND LEVEL OF EDUCATION/EXPERIENCE
· Good general education, including GCSE English and Mathematics or equivalent
- Previous experience in service coordination, planning, scheduling, logistics or customer support is preferred
