Field Service Controller

Role: Field Service Controller Location: Croydon, CR0 4YL Hours: 40 hours per week | between 07:30 - 16:00 Monday to Friday Salary: Up to £33,216 pa DOE Are you a confident communicator with a knack for coordination and a passion for customer service? 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. Key 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 Ideal Candidate: - 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 If you’re ready to take control and make a difference in field service operations, we’d love to hear from you! 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. If you'd like to understand what options may be available for this position, please contact our Recruitment team. 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. 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. Why You'll Love Working Here - 25 days' annual leave plus Bank Holidays (pro rata for part-time employees and employees working a 4-day week) - Enhanced pension and life assurance: We contribute 5% of your salary into our pension scheme and provide life assurance cover of five times your basic salary. - Enhanced family leave policies: Support for life's important moments through our family-friendly policies, including maternity, paternity, adoption and other family leave provisions. - Health and wellbeing support: Company-funded Health Shield Medical Cash Plan, GP Anytime service, Occupational Health support and health surveillance. - Employee support services: Access to our Employee Assistance Programme and Care Concierge service, providing practical, emotional, financial and wellbeing support when you need it. - Career development opportunities: From role-specific training and apprenticeships to leadership and management development programmes, we're committed to helping our people learn and grow. - Cycle to Work scheme: Save on commuting costs while supporting a healthier lifestyle. - My Benefits platform: Access discounts on shopping, travel, entertainment, health and wellbeing services, and more. - Free independent mortgage advice: Expert guidance to help you make informed financial decisions. Please don't delay your application, this role could be filled at any time for the right candidate. If you'd like to learn more about how we handle your information, please check out our Job Applicant Privacy Notice by clicking here.