Service Controller

Position: Hire & Service Controller
Service & Hire Controller

Location:

Kirkwall

Hours:

Full Time - 37.5 hours per week

_Keep Customers Working. Keep Operations Running Smoothly._

At Mac Gregor Industrial Supplies, great customer service doesn't stop when a sale is made. Our Service & Hire team plays a vital role in ensuring customers receive the support, equipment and expertise they need to keep their businesses moving.

We're looking for an organised, customer-focused Service & Hire Controller to join our Kirkwall branch. This is a fast-paced role where you'll coordinate equipment servicing, repairs and hire activity while acting as a key point of contact for customers and colleagues.

If you're someone who enjoys problem solving, thrives on organisation and takes pride in delivering excellent service, we'd love to hear from you.

The Role

As Service & Hire Controller, you'll be responsible for coordinating the day-to-day operation of our service and hire activities, ensuring customers receive a professional, efficient and responsive experience.

Your responsibilities will include:

Managing service bookings, repairs and hire enquiries from customers
Coordinating workshop schedules to ensure repairs and servicing are completed efficiently
Raising job cards, hire agreements and associated documentation
Liaising with customers regarding repairs, servicing progress, quotations and equipment availability
Scheduling equipment inspections, maintenance and servicing activities
Processing customer orders, invoices and service records accurately
Supporting the management of hire fleet availability and utilisation
Ordering parts and materials required for repairs and servicing
Working closely with workshop technicians and branch colleagues to prioritise workloads
Ensuring all records, systems and customer information are maintained accurately
Supporting the branch team during busy periods and assisting customers at the counter when required
Maintaining high standards of customer service, safety and compliance

What We're Looking For

We're looking for someone who is highly organised, customer focused and enjoys working in a busy environment where no two days are the same.

You'll ideally have:

Previous experience in a customer service, service administration, hire desk, workshop administration or coordination role

Strong organisational and planning skills
Excellent communication and relationship-building abilities
The ability to prioritise multiple tasks and work effectively under pressure
Good IT skills and confidence using business systems
Strong attention to detail and accuracy
A proactive, solutions-focused approach
The ability to work collaboratively with colleagues across different departments

Experience with in the plant, agricultural, construction, machinery, engineering or merchanting sectors would be advantageous, but not essential

Why Join Mac Gregor Industrial Supplies?

We're a family-owned business with a proud reputation built on service, reliability and strong relationships. Our values guide everything we do:

Customer First - delivering exceptional service and support.

Be the Best - striving for quality, professionalism and continuous improvement.

Do the Right Thing - acting with honesty, integrity and accountability.

Community Spirit - supporting colleagues and working together as one team.

Future Focus - embracing change, developing people and looking ahead.

What You'll Receive

37.5-hour working week

Accredited Living Wage Employer

Pension Scheme

Death in Service Benefit

Employee Discount

Cycle to Work Scheme

Company Uniform

Discretionary Annual Bonus Scheme

Additional Holiday Entitlement after One Year of Service

Employee Assistance Programme (EAP) providing free, confidential 24/7 support for you and your immediate family

Ongoing training and development opportunities

A supportive team environment

The opportunity to make a real difference to customers and branch performance

Ready to Join Us?

This is an excellent opportunity for someone who enjoys balancing customer service, administration and operational coordination in a role that makes a genuine impact every day.

If you're organised, customer-focused and ready for your next challenge, we'd love to hear from you

Benefits:
Cycle to work scheme
Employee discount
Health & wellbeing programme
Life insurance
On-site parking

Work Location:

In person