Job Description

About the Role

We are seeking an organised, proactive

Service Operations & Administration Coordinator

to support the day-to-day running of our busy machine tool service department across the UK and Europe.

This is a key operational role that sits at the heart of the service function, combining

service coordination, customer support, administration, invoicing, reporting, and commercial support

. The successful candidate will work closely with engineers, customers, suppliers, and senior management to ensure smooth, efficient service delivery.

Key Responsibilities

Customer Communication & Service Support

Act as a primary point of contact for customers via phone and email Log service enquiries and provide job status updates Send service reports and manage follow-up communication Handle customer issues, complaints, and escalations professionally

Scheduling & Resource Planning

Create and manage weekly engineer schedules Coordinate breakdown callouts, PPM visits, and overseas work Monitor engineer availability, utilisation, mileage, and workday counters Coordinate subcontractors, including PO issuance and invoice checks

Job & Service Administration

Create job numbers and open service jobs Maintain accurate job records and ensure engineer reports are submitted Capture job details for invoicing and close completed jobs Create SLA-based jobs on internal systems

Quotations & Commercial Support

Prepare and issue quotations for labour, parts, breakdowns, maintenance, training, and support work Maintain quotation trackers and follow up with customers Support service sales activity and inter-department cost tracking

Procurement & Parts Coordination

Raise purchase orders and order spare parts Chase suppliers and track deliveries Communicate any delays to customers and engineers

Invoicing & Finance Support

Process service, subcontractor, and monthly contract invoicing Validate supplier invoices and approve engineer expenses Manage hotel bookings and company car expense logs Support payroll by collecting, checking, and chasing timesheets and expenses

Reporting & KPI Tracking

Prepare utilisation, planned work, quality, issue, and expense reports Maintain service dashboards and financial trackers Produce monthly status reports for senior management

Training, Compliance & Documentation

Coordinate engineer training and maintain certification records Update training systems and monitor compliance Prepare RAMS and upload documentation to customer portals Manage site security and contractual documentation

General Support

Provide day-to-day support to the Service Manager Assist with travel arrangements and ad-hoc administrative tasks Contribute to continuous improvement of service operations

Skills & Experience

Essential

Previous experience in a busy service, operations, or administrative role Strong organisational skills with the ability to manage multiple priorities Excellent communication skills (written and verbal) Proficient IT skills, including Microsoft Office Experience dealing with customers and internal stakeholders

Desirable

Engineering or machine tool industry experience Experience with service management or ERP systems Exposure to invoicing, quotations, or financial administration SAGE experience preferable. SAP experience would be beneficial. Use of CMMS (Computerized Maintenance Management System),

Personal Attributes

Highly organised, proactive, and detail-oriented Service-minded with a strong customer focus Confident working autonomously and using initiative Reliable, conscientious, and a strong team player Comfortable working in a hands-on, fast-paced environment

Benefits

Company pension Flexible working hours Life insurance Sick pay On-site parking Company events

Schedule

35 hours per Week Hours Mon - Thur 08:30 to 16:30 / Fri - 08.30 - 14:00
Job Type: Full-time

Pay: 28,000.00-32,000.00 per year

Education:

GCSE or equivalent (required)
Work authorisation:

United Kingdom (required)
Work Location: In person