Role Overview
We are seeking an experienced and highly organised Senior Service Controller to manage and drive the day-to-day coordination of our Fire & Security service operations. This is a critical role responsible for overseeing both reactive and planned maintenance works, ensuring efficient allocation of engineering resources while maintaining high standards of customer service and compliance.
You will take ownership of a team of approximately 25 engineers covering Scotland across multiple Fire & Security disciplines, ensuring efficient scheduling, productivity, and service delivery.
Key Responsibilities
Diary & Service Management
– Manage the live service diary, coordinating reactive call-outs and planned preventative maintenance (PPM)
– Continuously monitor and adjust schedules to maximise efficiency and meet SLAs
– Prioritise urgent and emergency works effectively
Resource Planning & Allocation
– Allocate work to engineers based on skillset, location, and availability
– Plan future works ensuring full utilisation of approximately 25 engineers across Scotland
– Ensure engineers are fully productive throughout the working day
Customer & Client Management
– Act as the primary point of contact for service-related enquiries
– Liaise with customers to schedule visits and provide updates
Field Team Coordination
– Work closely with Engineering Field Managers to drive productivity
– Monitor start times, end times, job completion, and first-time fix rates
Service Delivery & Compliance
– Coordinate service delivery from booking through to completion
– Update client portals with ETAs, lead times, and certification documentation
Equipment & Materials
– Order parts and equipment for planned works
Key Skills & Experience
– Minimum 5 years’ experience managing a fast-paced service diary within Fire & Security or a related industry
– Proven experience managing multiple engineers and complex service schedules
– Strong organisational and communication skills
– Experience with service/CRM systems
Personal Attributes
– Highly organised and detail-focused
– Proactive and solution-driven
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