Service Administrator

Description

Job Description: Service & Parts Administrator Division/Function: Mildenhall

Department: Aftersales

Reports to: Head of Construction

Date: April 2026

Role Purpose As a Service & Parts Administrator, you will provide essential support within the Aftersales team at the Mildenhall branch.

You will act as the first point of contact for customers requiring service assistance and ensure the timely processing of all depot activities, including timesheet capture, email and phone communications.

Your role is key to maintaining smooth service operations, supporting both field engineers and internal departments, while delivering a professional, responsive, and customer-focused experience in line with our standards.

Key Responsibilities Customer & Service SupportAct as a primary support contact for aftersales service and parts via phone and emailHandle customer enquiries and provide timely updatesConduct follow-up calls after service repairs or machine deliveriesParts & Logistics CoordinationOrder parts, process Goods Received Notes (GRNs), and arrange shipping to customer sitesArrange transport for delivery of machinesEnsure parts are correctly allocated/returned before invoicingAdministration & SystemsCreate, update, and maintain job records in IBCOS GOLDInput timesheets, approve labour entries, and support engineer time trackingMaintain accurate documentation for ISO complianceSet up and manage service contracts in the business management systemService Operations SupportAssist the Service Controller with:Processing engineer service reportsIdentifying upsell opportunitiesMaintaining up-to-date Work in Progress (WIP) records with notes and delaysMonitor EVI telematics and oil analysis reports and communicate findings to customersFleet & Equipment CoordinationSchedule monthly inspections for demonstration fleetCoordinate Pre-Delivery Inspection (PDI) processesPrint build sheets and create machine tagsManage tagging and documentation for new machines, stock, and demo fleetWarranty & ComplianceAssist in preparing and submitting warranty claims in line with guidelinesEnsure compliance with company and manufacturer standardsCross-Department CollaborationWork with internal teams (Engineering, Sales, Finance, Parts) to maximise efficiencyProvide holiday cover for Controller and Parts Advisor roles when requiredLimits of AuthorityPrioritise and schedule local engineering resourcesSupport operational decision-making within the depotPerformance MeasuresCustomer satisfaction and responsivenessService efficiency and customer retentionAccuracy of parts stock (target: 100%)Compliance with stock checks in line with group standardsKey RelationshipsInternal: Engineers, Service Supervisor, Parts, Sales, FinanceExternal: Customers, Contractors, SuppliersKnowledge, Skills & ExperienceProficiency in:

Microsoft Office 365CheckProofEVI systemsStrong:Administrative and organisational skillsTime management and multitasking abilityAttention to detail (especially in financial and job records)Excellent:Communication and customer service skillsProblem-solving and proactive mindsetGood understanding of:Machine servicing processesWarranty proceduresSpare parts handlingExperience coordinating with service engineers in a fast-paced environment

Ad ID: 5418168482