Fork Truck Direct Ltd
Service Controller
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Company Description
Fork Truck Direct Ltd, founded in 1995, is a trusted material handling solutions provider with a strong focus on premium products and exceptional customer service. The company operates across South East of England, serving a wide range of well-known businesses and public sector organizations. With a large owned hire fleet from leading manufacturers such as Doosan, Combilift, Heli, and JCB, Fork Truck Direct supports customers with flexible, cost-effective equipment. The business is built around responsive after-sales care, employing over 25 mobile service engineers, dedicated service support staff, and an independent parts department to keep customers’ operations running efficiently. This commitment to quality and reliability has made Fork Truck Direct a supplier of choice in the South East.
Role Description
The Service Controller role is a full-time on-site position based in Ipswich, responsible for coordinating and supporting the service operations team. Day-to-day duties include:
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- Scheduling and allocating jobs for mobile service engineers
- Monitoring service workloads
- Ensuring timely response to breakdowns and planned maintenance
- Liaising with customers to arrange appointments, handle service queries, and provide clear updates on work progress and timelines
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The role involves working closely with service support staff and the parts department to ensure that necessary resources, parts, and documentation are available for each job. The position also includes:
- Maintaining accurate service records
- Supporting invoicing and job closure processes
- Contributing to continuous improvement of service efficiency and customer satisfaction
Qualifications
- Strong Analytical Skills to assess service data, prioritize workloads, and support efficient scheduling and resource allocation.
- Practical understanding of Finance and Financial Reporting to assist with service costing, job profitability awareness, and accurate billing support.
- Knowledge of Accounting principles to help maintain accurate service-related records and coordinate with finance teams when needed.
- Excellent Communication skills for clear interaction with customers, engineers, internal teams, and suppliers.
- Previous experience in service coordination, operations support, or a similar role within a technical, automotive, or material handling environment is beneficial.
- Strong organizational and time-management abilities, with attention to detail and proficiency in standard office and service management software.
- Ability to work effectively on-site in a fast-paced environment, demonstrating problem-solving skills and a customer-focused mindset.
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