Service Support Controller

About Access Platform Service \& Repair Ltd:

We specialise in the service, maintenance and repair of access platforms, helping our customers stay safe, compliant and productive when working at height. From routine inspections and LOLER examinations to emergency breakdown support and major repairs, our experienced factory\-trained engineers deliver reliable, manufacturer\-approved support across a wide range of powered access equipment.

Job Summary:

Responsible for controlling and coordinating all service\-related customer communications and administrative activities across the business. The role ensures that all customer enquiries and jobs are effectively managed through 4 x core touchpoints:

1 Technical Support

2 Workshop

3 Field Service

4 Customer Contracts \- driving performance against defined KPIs, revenue targets, and operational efficiency.

This is a performance\-driven role with accountability for data accuracy, process discipline, and commercial outcomes.

Key Responsibilities:

1\. Service Workflow \& Enquiry Management

Own and manage the full lifecycle of all service enquiries through:

o Technical Support

o Workshop

• Field Service


• Customer Contracts


• Ensure every job is logged, tracked, and progressed through each touchpoint in the CRM (HubSpot)


• Eliminate “lost” enquiries by enforcing process compliance


• Act as the central coordination point between departments

2\. KPI Ownership \& Performance Management

You are responsible for tracking and reporting and managing the following KPIs:

Revenue \& Conversion

• Service revenue vs target (daily / weekly / monthly)


• Quote\-to\-order conversion rate


• Average job value


• Contract attachment rate

Operational Efficiency

• Job turnaround time (by touchpoint)


• First\-time fix rate (Field Service)


• Workshop utilisation rate


• Engineer productivity (chargeable vs non\-chargeable time)

Customer Performance

• Response time to enquiries (SLA adherence)


• Job completion times vs promise date


• Customer satisfaction / repeat business

Pipeline Control (HubSpot)

• Volume of enquiries at each stage


• Stage ageing (how long jobs sit in each touchpoint)


• Drop\-off / leakage between stages

Key Expectation:
Not just reporting — you drive corrective actions when KPIs fall below target.

3\. HubSpot CRM Ownership

• Maintain and enforce the 4\-stage service pipeline structure


• Ensure all jobs are correctly categorised and updated in real time


• Build and maintain dashboards showing:


• Revenue performance


• Pipeline value


• KPI tracking


• Train and support team members to use HubSpot correctly


• Drive CRM discipline across engineers and admin

4\. Planning \& Coordination

• Support scheduling of:


• Field Service Engineers (FSEs)


• Workshop jobs


• Align resource allocation with revenue priorities


• Ensure parts, labour, and job data are aligned before execution

5\. Commercial Support

• Ensure all work is:


• Quoted where required


• Approved before execution


• Invoiced promptly after completion


• Identify upsell opportunities (repairs, inspections, contracts)


• Support contract renewals and service agreement tracking

6\. Reporting \& Governance

• Produce a weekly service performance report including:


• Revenue vs target


• KPI dashboard


• Pipeline health


• Lead a weekly service review meeting with:


• Workshop


• Field Service


• Technical Support


• Highlight risks, bottlenecks, and recovery actions

Key Interfaces

• Customers


• Service Director


• Financial Controller


• Field Service Engineers


• Workshop Team


• Technical Support


• Sales Team

Skills and Experience:

Essential:

• Strong experience in service / workshop administration or coordination (engineering or capital equipment preferred)


• People management


• Proven experience using CRM systems (preferably HubSpot CRM)


• Highly organised with strong attention to detail


• Commercial awareness and understanding of service revenue streams


• Confident communicator across technical and non\-technical teams


• Data\-driven mindset with ability to turn insight into action

Desirable:

1\. Previous experience in the construction or access platform sector

2\. Experience with Syrinx

Working Conditions:

Hours of work: 8\.00am – 5\.00pm Monday to Friday with one hour lunch break

The role is full time office based.

The post holder may be required to undertake duties consistent with the level of the role as reasonably required.

Pay: From £40,000\.00 per year

Benefits:

• Additional leave


• Canteen


• Company pension


• Free parking


• Life insurance


• On\-site parking


• Sick pay


• Transport links

Application question(s):

• How will you commute to work?


• What is your current or most recent salary?


• Do you have experience of working with Syrinx?


• Are you able to commit to working 40 hours per week?

Work authorisation:

• United Kingdom (required)

Work Location: In person

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