Service Coordinator (Field Service / Engineering)

After-Sales Customer Service Scheduler
Location: Aylesbury
Job Type: Full-time, Permanent
Salary: Competitive, dependent on experience

About the Company
Our client is a well-established and respected provider of lift solutions across the UK, specialising in the manufacture, installation, and maintenance of passenger, platform, and goods lifts. With a strong reputation for quality, innovation, and customer care, they serve a wide range of sectors including residential, commercial, and healthcare.

The Opportunity
We are recruiting for an experienced and highly organised After-Sales Customer Service Scheduler to join a busy and growing service team. This is a pivotal role, responsible for coordinating service operations, scheduling engineers, and delivering exceptional customer support.
You will act as the key point of contact between customers, field engineers, and internal departments, ensuring efficient service delivery, timely communication, and high levels of customer satisfaction.

Key Responsibilities

• Scheduling and Coordination
• Plan and schedule maintenance visits, inspections, and preventative maintenance
• Coordinate emergency breakdown callouts in line with SLAs
• Allocate engineers based on skill, location, and availability
• Optimise routes and schedules
• Monitor engineer progress and adjust schedules
• Balance planned and reactive work
• Coordinate specialist repairs and subcontractors
• Customer Service
• Handle enquiries via phone and email
• Process service requests and bookings
• Provide updates on appointments and delays
• Manage expectations and resolve issues
• Follow up post-service
• Emergency Support
• First point of contact for breakdowns
• Prioritise urgent calls
• Coordinate emergency response
• Liaise with emergency services if required
• Administration
• Maintain accurate records
• Process engineer reports
• Monitor compliance and inspections
• Produce performance reports

About You

• 2+ years scheduling/coordination experience
• Strong customer service background
• Excellent organisation and multitasking skills
• Calm under pressure
• Strong IT skills (MS Office)
• Logical thinker with good geographical awareness

Desirable

• Engineering or field service background
• Knowledge of SLAs and compliance
• Experience with service systems

Benefits

• Competitive salary
• 25 days holiday + bank holidays
• Pension scheme
• Life assurance
• Training and progression opportunities

Working Hours

• Monday to Friday, 37.5 hours
• Office based in Aylesbury
• Core hours 8am–5pm
• Occasional on-call rota