Customer Service Coordinator

OVERVIEW

This is a hands-on coordination role at the intersection of service operations and technical support. You’ll be responsible for managing service jobs for mobile shredding trucks, coordinating with engineers and parts teams and ensuring minimal downtime for our customers.

The role requires a solid understanding of vehicle-based systems (mechanical, hydraulic, electrical), a structured approach to service workflow management and the ability to engage confidently with technically minded clients.

RESPONSIBILITIES

• Coordinate all scheduled and unscheduled service work.
• Serve as first-line contact for technical service requests—troubleshooting issues, gathering fault information, and routing cases to the correct internal teams.
• Raise and manage service work orders, ensuring all parts, labour, and diagnostic steps are logged accurately.
• Plan engineer callouts, liaise with the workshop team, and track job progress to resolution.
• Communicate technical updates and ETAs to customers and internal stakeholders.
• Work with the parts team to confirm availability and lead times for required components.
• Log and track warranty claims, liaising with manufacturers or OEM suppliers where needed.
• Maintain structured service records for audit, warranty and compliance purposes.
• Identify repeat failures, common breakdown patterns or opportunities for technical improvements and feed back to the engineering team.

TECHNICAL REQUIREMENTS

• Background in service coordination, fleet maintenance or workshop control ideally within the commercial vehicle, mobile plant or waste equipment sectors.
• Familiarity with key vehicle systems including hydraulics, pneumatics, low-voltage electrical systems and chassis based service routines.
• Comfortable discussing mechanical or electrical faults with engineers and customers.
• Competent in ERP systems (Enterprise Resource Planning) CRM systems (Customer Relationship Management) and Microsoft Office tools.
• Excellent time management and workflow tracking skills.
• Experience interpreting service manuals, maintenance schedules or parts diagrams is a plus.

QUALIFICATIONS

• Level 3 NVQ, City & Guilds, or similar in Vehicle Maintenance, Mechanical Engineering, or related discipline (desirable but not essential).
• Experience supporting customers in a B2B technical service environment.
• Knowledge of GDPR and H&S standards as they relate to service operations.

What We Offer

• A technically engaging role with a market leader in shredding solutions.
• Competitive salary and benefits.
• Access to training in mobile shredding systems, hydraulics and control systems.
• Supportive team environment focused on uptime, precision and customer satisfaction.

We are committed to diversity and inclusion and thank all applicants in advance; however, we will be corresponding only with those selected for an interview. We will accommodate the needs of qualified applicants under the Human Rights Code in all parts of the hiring process.