In-Service Support Co-Ordinator

General Dynamics Land Systems is on the look‑out for a full‑time In-Service Support Co‑ordinator to join our Enterprise Excellence Team, based in Merthyr Tydfil. The successful and inclusive candidate will earn a favourable salary of £30,330 to £33,700 based on experience and potential. This is an ideal role for someone who has a proactive and positive mindset and a keen desire to grow professionally.

This is a hands-on operational role focused on the coordination, control, and continuous improvement of Service Desk activities, supporting both internal teams and customer‑facing support operations. The role will play a key part in ensuring service requests, incidents, and support data are accurately captured, managed, analysed, and reported in line with contractual requirements and Service Level Agreements (SLAs).

If you were already working in this position, this is what you would have been working on this week:

• Service Desk & Operational Support
  • Support the day‑to‑day operation of the EIISS Service Desk, ensuring service requests, incidents, and claims are logged, tracked, and progressed to completion.
  • Act as a central coordination point between internal teams, suppliers, and customer stakeholders.
  • Ensure requests for support and spares are responded to in line with contracted SLAs.
  • Maintain a strong customer focus, ensuring accuracy, integrity, and reliability of service data.
• Data Management & Reporting
  • Create, update, and maintain service and support data across multiple systems and databases (e.g. JAMES, Defect Reporting e.g. Windchill Quality Solutions / DRACAS, Oracle or similar).
  • Produce regular management information, including weekly, monthly, and quarterly reports.
  • Support the development and maintenance of contractual KPIs and service performance metrics.
  • Analyse data to identify trends, risks, and opportunities for service improvement.
  • Support the identification and implementation of continuous improvement opportunities within Service Desk processes.
  • Assist with the controlled implementation of approved changes to systems, processes, and procedures.
  • Ensure Service Desk activities remain compliant with contractual, organisational, and quality requirements.
• Collaboration & Stakeholder Support
  • Work closely with the Sustainment Service Desk and Configuration Management teams.
  • Support internal departments and external partners with accurate service and performance information.
  • Contribute positively as part of a multi‑disciplinary team operating in a fast‑paced environment.

To apply for this role, you will require the following:

• Strong data handling, reporting, and analytical skills.
• Confident user of IT systems and databases (ERP, service management or defect reporting systems).
• Ability to manage multiple tasks and priorities under pressure.
• Strong customer service mindset with clear and professional communication skills.
• Self‑motivated, organised, and able to work with a high degree of autonomy.
• Eligible to obtain UK SC security clearance.
• Experience within defence, engineering, manufacturing, or aftermarket support environments.
• Familiarity with SLA/KPI‑driven service environments.
• Experience working with systems such as JAMES, DRACAS, Oracle, or similar platforms.
• Understanding of configuration management or sustainment support operation.

Our Company Benefits

• A flexible benefits scheme - allowing you to adapt your benefits to suit yours and your family’s needs.
• A personalised career development plan, alongside regular progress reviews - supporting and valuing your progression within the Company.
• Professional training and development courses, both internal and external - allowing you to reach your full potential.
• A flexible working environment where your contributions are recognised and rewarded, which includes compressed hours, reduced hours and job share.
• A Company sports and social club, offering events at discounted prices – giving you the opportunity to meet and socialise with your fellow colleagues outside the workplace.

We are a Disability Confident Employer, as such we offer an interview to disabled people who meet the minimum criteria for the job. As an Equal Opportunity Employer, General Dynamics Land Systems (“GDLS”) provides all persons with equal opportunity and access to all aspects of the employment process, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, marital status, age, disability, status as a protected veteran, or membership in any group protected by federal, state, or local anti‑discrimination laws. GDLS also is committed to providing reasonable accommodations to individuals with disabilities and disabled veterans.

If, due to a disability, you need an accommodation to search or apply for an opportunity with GDLS, please call 586‑825‑4000 or send an e‑mail to [email protected] for assistance and let us know the nature of your request and your contact information.