PRAMAC
Service Coordinator UK & Ireland
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Role Purpose
The Service Controller – UK & Ireland is responsible for the coordination, control, and communication of all service activity, acting as a primary point of contact for incoming service calls.
The role ensures that customer enquiries and breakdown calls are answered promptly, logged accurately, prioritised correctly, and progressed efficiently, while coordinating field service resources across Battery Energy Storage Systems (BESS), Power Generation, Tower Lights, and Materials Handling Equipment (MHE).
This role is critical to delivering a calm, professional, and responsive first impression when customers contact Pramac Generac for service support.
Why This Role Matters
The Service Controller is often the first voice a customer hears when something has gone wrong. By answering calls promptly, prioritising correctly, and coordinating service efficiently, this role directly influences customer confidence, service reputation, and repeat business.
Done well, this role turns service calls into trust-building moments, not complaints.
Key Responsibilities
Incoming Calls & Customer Contact
- Act as a primary point of contact for incoming service calls, emails, and service enquiries.
- Answer customer calls professionally, gathering accurate information on faults, urgency, and site conditions.
- Log all service requests accurately within the service management / ERP system.
- Prioritise calls based on service level, safety, and business impact.
- Provide clear, calm, and professional communication, particularly during breakdowns or service issues.
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Service Scheduling & Planning
- Plan, schedule, and coordinate field service engineers across all product lines.
- Allocate jobs based on skills, location, urgency, and service level agreements.
- Optimise engineer utilisation while balancing response times and customer commitments.
- Manage short-notice changes, breakdowns, and reactive service requirements.
Job Control & Administration
- Create, manage, and close service jobs within the service management / ERP system.
- Ensure job details, timesheets, parts usage, and service reports are accurately captured.
- Monitor job progress and ensure timely updates and closure.
- Support invoicing and warranty processes through accurate job administration.
Customer Communication & Updates
- Proactively update customers on:
- Engineer attendance
- Delays or rescheduling
- Job progress and resolution timelines
- Manage customer expectations and escalate issues where required.
- Maintain ownership of customer communication from initial call to job completion.
Coordination with Parts & Technical Teams
- Liaise with Parts to ensure availability of required components.
- Coordinate with Technical Support on complex or escalated issues.
- Ensure engineers attend site fully prepared to maximise first-time fix.
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People, Culture & Safety
- Support a customer-first, professional service culture.
- Promote safe planning by ensuring jobs are properly scoped and prepared.
- Remain calm, structured, and supportive during high-pressure service situations.
- Act as a positive ambassador for Pramac Generac.
Key Relationships
- Head of Service & Aftersales – UK & Ireland
- Field Service Engineers
- Parts & Technical Support Teams
- Sales & Inside Sales
- Operations & Logistics
- Customers & Service Partners
Essential Skills, Experience & Attributes
- Experience in a service coordination, service control, or customer-facing service role.
- Confident handling high volumes of inbound calls in a professional manner.
- Strong organisational and planning skills.
- Clear and confident communicator with good customer service skills.
- Experience using ERP or service management systems (Oracle preferred).
Desirable
- Experience within power generation, energy systems, tower lighting, MHE, plant, or industrial equipment.
- Understanding of field service operations and SLAs.
- Experience supporting reactive breakdown environments.
Personal Attributes
- Calm and composed, especially under pressure.
- Customer-focused with strong listening skills.
- Highly organised and detail-oriented.
- Takes ownership and follows issues through to resolution.
- Professional, friendly, and confident on the phone.
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