Customer Service Controller

Position: Service Controller

Job ID: 130/25

Location: Office Based (4 days a week on-site)

Rate/Salary: £40,000 – £48,000 per annum

Benefits:

25 Days Holiday + Bank Holidays (with option to purchase 5 additional days)

Annual Bonus

Laptop & Mobile Phone Provided

Up to 7% Pension, Life Assurance, Share Scheme

Comprehensive Healthcare Package (medical, dental, optical, physio, hearing)

Enhanced Family Leave & Flexible Working Options

Mental Health Support & Long Service Recognition Awards

Type: Permanent

HSB Technical Ltd is a specialist recruiter within the Power & Propulsion, Shipbuilding, Maritime Shipping, Energy and Subsea sectors – visit: (url removed) for a list of our vacancies. We have a number of permanent and contract vacancies for multiple businesses across the UK and overseas.

The below job description will outline this position of: Service Controller

Typically, this person will coordinate and manage a team of marine service engineers, supporting planned maintenance, troubleshooting, and emergency call-outs for marine diesel engines and generator systems. You will be responsible for service scheduling, technical support, and ensuring work is carried out to the highest standards, including compliance with maritime safety and regulatory requirements.

HSB Technical’s client is an established and well-regarded business entity within the marine diesel engine and power systems sector.

Duties and responsibilities of the Service Controller:

• Respond to customer queries and emergency breakdown requests across commercial, defence, and leisure marine sectors

• Schedule and dispatch marine service engineers based on skillset, location, and urgency

• Plan and monitor service jobs including vessel inspections, diagnostics, repairs, overhauls, and commissioning activities

• Accurately open, update, and close work orders ensuring full compliance with documentation, billing, and reporting standards

• Oversee approximately 100 live service orders per month, valued at approx. £300k

• Act as a key liaison between engineering teams, clients, and other stakeholders such as port authorities or shipyard managers

• Track real-time job progress and keep clients updated throughout the service lifecycle

• Conduct regular 1-2-1s, performance reviews, and toolbox talks with a team of 4–8 engineers

• Ensure safety and operational compliance across shipyard, dockside, and on-board environments

• Drive key service KPIs including First Time Fix, promise date adherence, and profitability metrics

Qualifications and requirements for the Service Controller:

• Recognised engineering qualification (mechanical/marine) or equivalent experience

• Minimum 3 years’ experience within the marine diesel engine or generator engine industry

• Strong understanding of marine power and propulsion systems including main engines, auxiliary engines, and supporting systems (fuel, cooling, exhaust, control)

• Proven experience in managing or coordinating field service engineers

• Excellent planning, scheduling, and problem-solving skills

• IT literate, with knowledge of Microsoft Office and service/job management systems (e.g. SAP, DBSi, or similar)

• Understanding of maritime safety legislation and class society standards is desirable

• Strong communication and customer-facing skills

This vacancy is being advertised by HSB Technical Ltd who have been appointed to act as a recruitment partner for this role