Service Supervisor in West Bromwich

An exciting opportunity has arisen for an experienced and motivated Service Supervisor to join a busy and successful service department. This is a customer-focused role where you will be responsible for coordinating the daily activities of a team of Field Service Engineers, ensuring excellent customer service and efficient service delivery.

You will be the main point of contact for customers and engineers, managing job allocation from initial booking through to final invoicing. The role requires excellent organisational skills, the ability to prioritise workloads, and strong communication skills to ensure service operations run smoothly and efficiently.

Working closely with the Depot Manager and Sales team, you will ensure work is completed on schedule while maintaining high standards of customer satisfaction and operational performance.

Key Responsibilities:

• Coordinate and manage the daily workload of Field Service Engineers.
• Receive customer service requests and schedule engineers accordingly.
• Allocate work based on priority, location and engineer availability.
• Ensure engineers have the necessary information and parts to complete jobs efficiently.
• Monitor engineer attendance, holiday requests and sickness reporting.
• Manage service jobs from booking through to completion and invoicing.
• Review completed job reports to ensure accuracy and that work carried out is fully justified.
• Obtain customer order numbers where required and process invoices.
• Respond to customer invoice queries in a timely manner.
• Keep customers informed throughout the repair process, including any additional work required.
• Maximise engineer utilisation while maintaining high levels of customer service.
• Support the Depot Manager and deputise during periods of absence.
• Liaise with the Parts Department to ensure parts are ordered and available when required.
• Raise and manage service job cards accurately.
• Monitor work in progress and ensure outstanding jobs are kept to a minimum.
• Ensure equipment inspections and stock checks are completed in line with company procedures.
• Complete all administration accurately, including filing, scanning and email correspondence.
• Work closely with the warranty team regarding claims and documentation.
• Manage internal account processes and follow company credit control procedures.
• Provide feedback to management regarding team performance, development and training needs.
• Promote safe working practices and ensure company procedures are followed at all times.
• Carry out any other duties required to support the efficient running of the service department.

About You:

We’re looking for someone who is organised, customer-focused and able to perform well in a fast-paced environment.

Candidate requirements:

• Previous experience in a service coordination, service controller or service supervisor role.
• Experience working within a customer service or aftersales environment.
• Good mechanical or technical understanding of construction, industrial or plant equipment (desirable).
• Excellent organisational and time management skills.
• The ability to prioritise multiple tasks and manage changing workloads.
• Strong communication and customer service skills.
• Confidence working independently and as part of a team.
• Experience using Microsoft Office and service management systems.
• The right to work in the UK.

Working Hours:

• Based at the West Bromwich depot.
• Availability to work two Saturdays per month, paid as overtime.

Please apply to hear more or contact me directly tom.fox@elitecn.co.uk.