Job Description: Service and Parts Administrator Division/Function: Mildenhall
Department: Aftersales
Reports to: Head of Construction
Date: April 2026
Role Purpose As a Service and Parts Administrator, you will provide essential support within the Aftersales team at the Mildenhall branch.
You will act as the first point of contact for customers requiring service assistance and ensure the timely processing of all depot activities, including timesheet capture, email and phone communications.
Your role is key to maintaining smooth service operations, supporting both field engineers and internal departments, while delivering a professional, responsive, and customer:focused experience in line with our standards.
Key Responsibilities Customer and Service Support Act as a primary support contact for aftersales service and parts via phone and email Handle customer enquiries and provide timely updates Conduct follow:up calls after service repairs or machine deliveries Parts and Logistics Coordination Order parts, process Goods Received Notes (GRNs), and arrange shipping to customer sites Arrange transport for delivery of machines Ensure parts are correctly allocated/returned before invoicing Administration and Systems Create, update, and maintain job records in IBCOS GOLD Input timesheets, approve labour entries, and support engineer time tracking Maintain accurate documentation for ISO compliance Set up and manage service contracts in the business management system Service Operations Support Assist the Service Controller with: Processing engineer service reports Identifying upsell opportunities Maintaining up:to:date Work in Progress (WIP) records with notes and delays Monitor EVI telematics and oil analysis reports and communicate findings to customers Fleet and Equipment Coordination Schedule monthly inspections for demonstration fleet Coordinate Pre:Delivery Inspection (PDI) processes Print build sheets and create machine tags Manage tagging and documentation for new machines, stock, and demo fleet Warranty and Compliance Assist in preparing and submitting warranty claims in line with guidelines Ensure compliance with company and manufacturer standards Cross:Department Collaboration Work with internal teams (Engineering, Sales, Finance, Parts) to maximise efficiency Provide holiday cover for Controller and Parts Advisor roles when required Limits of Authority Prioritise and schedule local engineering resources Support operational decision:making within the depot Performance Measures Customer satisfaction and responsiveness Service efficiency and customer retention Accuracy of parts stock (target: 100) Compliance with stock checks in line with group standards Key Relationships Internal: Engineers, Service Supervisor, Parts, Sales, Finance External: Customers, Contractors, Suppliers Knowledge, Skills and Experience Proficiency in:
Microsoft Office 365 CheckProof EVI systems Strong: Administrative and organisational skills Time management and multitasking ability Attention to detail (especially in financial and job records) Excellent: Communication and customer service skills Problem:solving and proactive mindset Good understanding of: Machine servicing processes Warranty procedures Spare parts handling Experience coordinating with service engineers in a fast:paced environment