Role: Service Supervisor

Location: West Bromwich, Birmingham
Salary: £40,000 per annum

About the Role:

An exciting opportunity has arisen for an experienced and motivated Service Supervisor to join a busy and successful service department. This is a customer-focused role where you will be responsible for coordinating the daily activities of a team of Field Service Engineers, ensuring excellent customer service and efficient service delivery.

You will be the main point of contact for customers and engineers, managing job allocation from initial booking through to final invoicing. The role requires excellent organisational skills, the ability to prioritise workloads, and strong communication skills to ensure service operations run smoothly and efficiently.

Working closely with the Depot Manager and Sales team, you will ensure work is completed on schedule while maintaining high standards of customer satisfaction and operational performance.

Key Responsibilities:

• Coordinate and manage the daily workload of Field Service Engineers.
• Receive customer service requests and schedule engineers accordingly.
• Allocate work based on priority, location, and engineer availability.
• Ensure engineers have the necessary information and parts to complete jobs efficiently.
• Monitor engineer attendance, holiday requests, and sickness reporting.
• Manage service jobs from booking through to completion and invoicing.
• Review completed job reports to ensure accuracy and that work carried out is fully justified.
• Obtain customer order numbers where required and process invoices.
• Respond to customer invoice queries in a timely manner.
• Keep customers informed throughout the repair process, including any additional work required.
• Maximise engineer utilisation while maintaining high levels of customer service.
• Support the Depot Manager and deputise during periods of absence.
• Liaise with the Parts Department to ensure parts are ordered and available when required.
• Raise and manage service job cards accurately.
• Monitor work in progress and ensure outstanding jobs are kept to a minimum.
• Ensure equipment inspections and stock checks are completed in line with company procedures.
• Complete all administration accurately, including filing, scanning, and email correspondence.
• Work closely with the warranty team regarding claims and documentation.
• Manage internal account processes and follow company credit control procedures.
• Provide feedback to management regarding team performance, development, and training needs.
• Promote safe working practices and ensure company procedures are followed at all times.
• Carry out any other duties required to support the efficient running of the service department.