Service Coordinator - UK & Ireland (f/m/d) Job Description Service Coordinator - UK & Ireland (f/m/d)
Summary
The Service Coordinator plays a key role in maintaining excellent customer relationships by providing timely updates on service delivery and coordinating service activities across the UK & Ireland. This role requires a proactive, autonomous individual who can identify and implement actions to meet service level expectations, remove roadblocks, and support the team in achieving its goals.
The Coordinator is responsible for scheduling both planned and urgent service interventions, ensuring efficient delivery and maximizing departmental output. The role also supports the Calibration Quality and Compliance Manager with administrative tasks related to calibration artefacts, ensuring compliance with local standards and procedures.
Occasional travel within the UK (and occasionally Europe) may be required.
This role reports to the Manager Field Service.
Job Responsibilities
• Manage the service coordination inbox and scheduling tasks.
• Optimise scheduling using CRM tools and transition from legacy systems.
• Coordinate, prioritise, and plan departmental resources for maximum efficiency.
• Liaise with external providers for outsourced work when necessary.
• Log all customer communications in the appropriate systems.
• Ensure adherence to and management of internal processes.
• Provide weekly progress reports and updates as required.
• Act as a backup for the operational lead during absences.
• Maintain system stock control and ensure accuracy through engineer work order management.
• Manage warranty returns and ensure system records are up to date.
• Support quality processes including non-conformance and corrective action reporting.
• Make independent decisions to support both customer and engineer needs.
• Coordinate the shipping of calibration artefacts for engineers and the Calibration Quality and Compliance Manager.
• Ensure compliance with HMRC regulations and customs requirements.
• Foster strong internal relationships to enhance business continuity and communication.
• Maintain accurate customer, equipment, and job records.
• Ensure compliance with Quality, Health & Safety standards.
• Communicate effectively with customers and internal teams, taking ownership of timely issue resolution.
Qualifications
• GCSEs or equivalent qualifications.
• Experience in customer coordination.
• Strong IT skills with an analytical mindset.
• Proficiency in Microsoft 365 (preferred).
• Experience with ServiceMax and Salesforce (preferred).
• Excellent verbal and written English.
• Full, clean UK driving licence.
Interpersonal Skills
• Strong verbal and written communication.
• Team player with the ability to work independently.
• Self-motivated and able to judge when to escalate issues.
• Organised, structured, and detail-oriented.
• Solution-driven and adaptable to changing environments.
• Cost-conscious and punctual.
• Able to prioritise workload and take initiative.
• Ensures an efficient work environment, contributing to overall team productivity
What we offer:
• Full-time and permanent employment contract
• Team Culture: Join a dynamic and motivated team. We believe in collaboration, knowledge-sharing, and continuous learning to achieve success together.
• Competitive Salary & Benefits: Enjoy a competitive salary and a comprehensive benefits package that includes a pension plan, cycle-to-work scheme, and an on-site gym.
• Enhanced Maternity & Paternity Pay
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
This is not the perfect position? Click here to join the Talent Community. Apply now Information at a Glance Apply now Business Unit: GTM EMEA Country/Region: United Kingdom Workplace: Telford, hybrid Job Function: Technical Service & Support Req ID: 1996
About Hexagon
Hexagon is a global leader in sensor, software and autonomous solutions. We are putting data to work to boost efficiency, productivity, and quality across industrial, manufacturing, infrastructure, safety, and mobility applications. Our technologies are shaping urban and production ecosystems to become increasingly connected and autonomous – ensuring a scalable, sustainable future. Hexagon’s Manufacturing Intelligence division provides solutions that utilise data from design and engineering, production and metrology to make manufacturing smarter.
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