We are Farid Hillend Engineering, one of Europe's leading manufacturers providing high-quality, custom-built Recycling Collection Vehicles. We are a well-established Company, operating for over 50 years and are looking for a Service Controller to join our business at a very exciting time of growth and investment.
This presents an excellent opportunity for an individual who has experience managing a service desk within a Capital Equipment environment i.e. refuse collection trucks, forklift, agricultural. construction equipment.
About the role.
This role is key to ensuring efficient scheduling, excellent customer communication, and high-quality service delivery. You will take ownership of day-to-day field service performance while helping to maintain world-class customer satisfaction.
KEY RESPONSIBILITIES
Field Engineer Coordination
* Plan and allocate daily workloads for Field Service Engineers
* Monitor engineer availability, skills, and locations to optimise job distribution
* Ensure compliance with service procedures, safety protocols, and documentation standards
* Coordinate third-party repairers and subcontractors
* Oversee maintenance contracts and campaign work
* Reconcile engineer working hours and oversee service control operations
* Manage escalations and service disruptions
* Ensure smooth handovers between field service and workshop
* Check warranty and outstanding campaign eligibility
Customer Support & Communication
* Act as the primary contact for service requests and queries
* Log, prioritise, and schedule breakdowns, warranty work, and planned maintenance
* Keep customers updated on job progress and delays
* Escalate concerns to management where necessary
Service Administration
* Create and manage service jobs within internal systems
* Process engineer job sheets, parts usage, and timesheets
* Raise purchase orders and support warranty claims
* Follow up on outstanding debt or order queries
Parts & Resource Planning
* Coordinate with parts teams to ensure stock availability
* Manage quarterly van stock checks and investigate discrepancies
Performance & Compliance
* Monitor KPIs including completion times and first-time fix rates
* Identify recurring faults and escalate technical issues
* Ensure compliance with company and industry safety standards
Reporting
* Produce daily, weekly, and monthly service reports
* Track SLA performance and highlight risks
* Ensure daily customer reporting is completed
SKILLS & EXPERIENCE
Essential
* Experience in a service coordination or operations control role
* Strong planning and organisational skills
* Excellent communication and customer service skills
* Competent with service management systems or ERP software
* Ability to work under pressure in a fast-paced environment
* Highly organised with strong attention to detail
* Problem-solving mindset and proactive attitude
* Ability to multitask and work independently
* Positive and professional approach
Desirable
* Knowledge of commercial vehicles, heavy plant, or refuse collection vehicles
* Technical understanding of hydraulics, electrical, or mechanical systems
* Previous experience managing or supporting mobile engineers
Job Types: Full-time, Permanent
Pay: From £31,500.00 per year
Benefits:
* Bereavement leave
* Casual dress
* Company pension
* Employee discount
* Life insurance
* On-site parking
* Referral programme
* Sick pay
Work Location: In person