After Sales Field Service Operations Controller

Nuneaton | Full Time

Drive Service Excellence and Continuous Improvement

We are looking for an experienced and analytical After Sales Field Service Operations Controller to join our growing team in Nuneaton. This is an exciting opportunity for someone with a background in field service, after sales operations, technical support, or manufacturing environments who is passionate about improving processes, driving performance, and delivering an outstanding customer experience.

Working across multiple departments, you will play a key role in developing and enhancing the systems, processes, and performance frameworks that support our field service operations. Your work will directly contribute to improving service quality, operational efficiency, customer satisfaction, and business growth.

What You'll Be DoingService Systems & Process Management

• Develop, implement and continually improve field service management systems and associated business processes
• Create and maintain standard operating procedures and service workflows
• Standardise service processes across teams and locations wherever possible
• Manage service documentation, templates and operational standards
• Ensure efficient workflows from customer enquiry through to service completion

Continuous Improvement

• Identify opportunities to improve service delivery, customer satisfaction and operational performance
• Lead improvement projects that reduce costs and enhance efficiency
• Analyse service data, KPIs and customer feedback to drive positive change
• Work with cross-functional teams to streamline processes and improve outcomes

Performance Management & Reporting

• Develop and monitor service KPIs and operational dashboards
• Produce regular reports and performance analysis for senior leadership
• Monitor engineer utilisation, response times, first-time fix rates and customer satisfaction
• Support corrective action plans and continuous improvement initiatives
• Ensure service data is accurate, reliable and meaningful

Systems & Data Management

• Act as the business owner for field service systems and workflows
• Work closely with IT and software providers to develop system enhancements
• Maintain data integrity within CRM, ERP and service management systems
• Support software testing, implementation and user adoption
• Create system documentation and user guidance materials

Customer Experience

• Develop processes that enhance the customer after-sales journey
• Support the development of customer service standards and response procedures
• Analyse customer feedback and complaints, implementing improvements where required
• Work closely with Sales and Customer Support teams to strengthen communication throughout the customer lifecycle
• Monitor service agreements, maintenance contracts and renewals

Compliance & Quality

• Ensure service operations comply with company policies, quality standards and regulatory requirements
• Support internal audits and quality management activities
• Promote best practice and consistency across all service operations
• Assist with warranty claims and supplier/manufacturer liaison
• Ensure health and safety compliance at all times

What We're Looking ForEssential Experience

• Degree in Engineering, Business, or a related discipline (or equivalent experience)
• Proven experience within after sales, field service, technical support, or service operations management
• Experience working within manufacturing, engineering, capital equipment, or related industries
• Strong understanding of service operations, diagnostics and technical support environments
• Experience using CRM, ERP and field service management systems

Skills & Attributes

• Excellent communication and stakeholder management skills
• Strong analytical and problem-solving abilities
• Experience using data and KPIs to drive operational improvements
• Commercial awareness and understanding of service performance metrics
• Strong organisational skills with the ability to manage multiple priorities
• Confident working across multiple departments and influencing change

Additional Requirements

• Full UK driving licence and willingness to travel to customer and Group sites when required

Why Join Us?

• Opportunity to shape and improve service operations across the Group
• Work in a collaborative, cross-functional environment
• Play a key role in driving customer satisfaction and business growth
• Be part of a business committed to continuous improvement and operational excellence
• Competitive salary and benefits package

Apply Today

If you're a proactive operations professional with a passion for service excellence, process improvement, and delivering exceptional customer experiences, we'd love to hear from you.

Apply now to join our team as an After Sales Field Service Operations Controller and help drive world-class service performance across our organisation.

Pay: £40,000.00-£50,000.00 per year

Benefits:

• Canteen
• Company events
• Company pension
• Free parking
• On-site parking
• Referral programme

Work Location: In person