Service Coordinator in Gloucester

Industrial Vision & Metrology Systems Ltd brings together two pioneering companies, Industrial Vision Systems (IVS) and The Sempre Group (Sempre), into one powerful Smart Manufacturing company. Together, we are redefining how the world’s leading manufacturers design, measure, inspect, and optimise their production processes.

IVS, a global leader in machine vision systems, inspection technologies, and AI‑powered solutions, has hundreds of systems installed worldwide and earned a reputation for precision, innovation, and trust, driving factory automation across sectors from medical devices to advanced electronics. Sempre, a measurement and metrology specialist supporting industries including aerospace, automotive, energy, and precision engineering, helps manufacturers increase productivity, improve efficiency, and embrace automation across quality and production processes.

The Role requires strong customer service skills, patience, attention to detail and the ability to organise and prioritise daily tasks to meet daily and weekly objectives. Build a strong rapport with customers and fellow colleagues. Ensure high quality customer service for the services IVMS Ltd supplies. Be a team player and show initiative by planning day‑to‑day workload.

Key Responsibilities:

• Provide high level service support to Customer Service Engineers and external customers.
• Interface with cross‑functional work teams such as Engineering, Customer support/sales and Marketing.
• Create and maintain service information within the IVMS CRM.
• Follow up with Engineers to ensure final documentation is available once a service visit is complete.
• Ensure all in‑house repairs are scheduled in a timely manner.
• Raise service cases, coordinating the service team to ensure resources, calibration artefacts and spare parts are available for the Engineer to complete the task in the most cost‑effective way.
• Timely and professionally handle customer service calls and issues arising from field service visits.
• Remain calm under strict conditions and pressures.
• Maintain records accurately and on time.
• Good decision‑making, IT and communication skills.
• Encourage and motivate people; sporting a responsible attitude.
• Show interest to help and work with customers.
• Exercise sound practical judgement of work priorities.
• Have working knowledge of the MS‑Office suite, especially Excel.

Accountability:

• Be a supportive and approachable member of the customer service team promoting openness and honesty.
• Operate within the overall policy of the organisation and keep within its written rules set out in the company handbook.
• Respond to broad guidelines set down by the Service Team Leader.
• Share collective responsibility for Customer Service under the direction of the Service Team Leader.

Required Skills, Knowledge and Expertise:

• Experience working in a customer service background.
• Highly organised.
• Highly motivated to deliver the best possible service to customers.
• Set high personal standards for self, assuming responsibility and accountability for successfully completing assignments or tasks.
• Strong verbal and written communication skills; able to report to management level.
• Able to manage several tasks simultaneously, work well under pressure and handle stress appropriately.
• Working knowledge of MS Office products and CRM software.

Benefits:

• Company Pension.
• 25 days Annual Leave + Bank Holidays.
• Life Cover.
• Private Medical with Optical / Dental Insurance.
• Cycle to Work scheme.
• Free On‑site Parking.

Why Join Us?

You’ll be joining a dynamic, high‑growth organisation with innovation at its core. Based across our sites at the Harwell Science and Innovation Campus near Oxford & Barnwood in Gloucester, you will be in the heart of a thriving technology hub where collaboration, creativity, and breakthroughs happen every day. Whether your passion lies in machine vision, automation, measurement, advanced manufacturing, or artificial intelligence, here you’ll find the opportunity to shape the factories of the future. Be part of a team where your ideas can transform industries. Together, we’re not just keeping pace with technological change—we’re driving it. Join us and build a smarter, more innovative tomorrow.