Service Supervisor

Location: West Bromwich
Salary: Circa £45,000 per annum
Hours: Monday to Friday, 7:30am - 5:00pm (42.5 hours per week)
Job Type: Full-time, Permanent

About the Role

We are seeking an experienced and organised Service Supervisor to oversee the day-to-day coordination of a team of Field Service Engineers. This is a busy, customer-focused role that requires excellent planning, communication and organisational skills to ensure engineers are deployed efficiently and customer expectations are consistently met.

Reporting to the Depot Manager, you will manage the service process from the initial customer enquiry through to the final invoice, ensuring work is completed accurately, efficiently and to a high standard.

Key Responsibilities

• Coordinate and schedule the daily activities of Field Service Engineers.
• Receive and log customer service requests, allocating work according to priority and engineer availability.
• Ensure engineers have the required information, parts and equipment to complete jobs successfully.
• Monitor engineer attendance, holiday requests and sickness reporting.
• Manage service jobs through to completion, ensuring labour hours, job reports and supporting documentation are accurate.
• Obtain customer purchase order numbers where required and process invoices promptly.
• Respond to invoice and service queries professionally and efficiently.
• Keep customers updated on repair progress and any additional work required.
• Work closely with the Depot Manager, Parts Department and Sales Team to deliver an excellent customer experience.
• Liaise with workshop staff where required to ensure efficient workflow.
• Ensure work-in-progress is maintained at an acceptable level.
• Raise and manage service job cards accurately.
• Support warranty claim administration and technical communications where applicable.
• Ensure all administration, reporting and documentation is completed accurately and on time.
• Carry out general office administration including filing, scanning and email correspondence.
• Deputise for the Depot Manager when required.
• Identify training and development needs within the engineering team and provide performance feedback to management.
• Maintain compliance with company policies, health and safety procedures and operational standards.
• Undertake any other duties appropriate to the role.

Skills & Experience

The successful candidate will have:

• Previous experience in a service coordination, service control or supervisory role within a customer service or engineering environment.
• Excellent customer service and communication skills.
• Strong organisational skills with the ability to prioritise a busy workload.
• The ability to manage multiple tasks and competing priorities effectively.
• Good mechanical or technical understanding (construction or plant equipment experience would be advantageous).
• Confidence working independently and as part of a team.
• Good working knowledge of Microsoft Office.
• Experience using service management or ERP systems would be beneficial.
• Proof of the right to work in the UK.

Additional Information

• Overtime available, including working 2 Saturdays per month.
• Competitive salary of circa £45,000 depending on experience.

If you are a proactive and customer-focused individual with experience managing service operations, we'd love to hear from you.

#INDENG