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About the Role
We’re looking for a proactive and detail-oriented Field Service Controller to join our Aftermarket team. This is a fast-paced role where you’ll be the first point of contact for customers and engineers, managing breakdowns, scheduling repairs, and ensuring smooth service delivery from start to finish.
Responsibilities
- Handle incoming calls and coordinate field service activities
- Log breakdowns and job details accurately in central systems
- Communicate engineer attendance and updates to customers
- Prioritise vehicle-off-road (VOR) cases and escalate major issues
- Manage warranty and chargeable field repairs, including job numbers and parts coordination
- Liaise with third-party repair providers and monitor progress
- Collate and finalise engineer documentation and reports
- Update job progress and KPIs, and submit warranty claims
- Maintain high standards of service administration and compliance
Requirements
- Previous experience in a similar role, ideally within the motor trade
- Strong customer service and communication skills
- Technical understanding of vehicle components
- Excellent planning and organisational abilities
- Proficient in Microsoft Excel and Word
- Able to work independently and as part of a team
- Calm under pressure with a logical approach to problem-solving
- GCSEs in Maths and English (or equivalent)
- Knowledge of the refuse industry and engineer planning is a bonus
Skills
- Customer service
- Communication
- Coordination
- Planning
- Organisation
- Microsoft Excel
- Microsoft Word
- Problem-solving
Location
- Croydon, CR0 4YL
Work Type
- Full-time
- 40 hours per week
Experience Level
- Previous experience in a similar role
Education Level
- GCSEs in Maths and English (or equivalent)
Salary/Compensations
- Up to £33,216 pa DOE
Benefits
- 25 days' annual leave plus Bank Holidays
- Enhanced pension and life assurance
- Enhanced family leave policies
- Health and wellbeing support
- Employee support services
- Career development opportunities
- Cycle to Work scheme
- My Benefits platform
- Free independent mortgage advice
About the Company
- At Dennis Eagle, we are proud to be an equal opportunities employer and a Disability Confident organisation. We are committed to creating an inclusive workplace where everyone is treated with respect and has the opportunity to succeed.
Equal Opportunity
- We welcome applicants from all backgrounds. Even if you don't meet every requirement, we encourage you to apply. We value potential and are committed to supporting your development.
- We recognise the importance of flexibility and offer a range of flexible and hybrid working arrangements where the nature of the role and business needs allow.
- As part of this commitment, we guarantee an interview to disabled applicants who meet the minimum criteria for the role. If you require any adjustments during the recruitment process, please let us know and we'll be happy to support you.