Field Service Coordinator

We are seeking a highly organised and detail-oriented Field Service Coordinator to join our Service Support team in Westerham. In this role, you will play a key part in supporting our field service engineers and sub-contractors, ensuring optimal route planning, effective scheduling, and the highest standards of customer service. You'll work collaboratively with cross-functional teams to drive productivity, efficiency, and customer satisfaction.

What You'll Be Doing

• Optimise engineers' routes for maximum productivity and service delivery.
• Respond to enquiries from Customer Service staff regarding appointments, availability, and stock.
• Routinely review engineer coverage and make recommendations for improvement.
• Handle enquiries from engineers and sub-contractors, providing timely and effective support.
• Manage payments and refunds for customers as required.
• Maintain and manage the job management system to ensure efficient booking procedures.
• Order and approve parts for engineers and sub-contractors.
• Ensure next day's jobs are downloaded to engineers and sub-contractors within agreed timescales.
• Manage emergency sickness and planned absences to minimise disruption to customers.
• Suggest and implement process improvements to enhance service delivery.
• Carry out any reasonable duties as requested by the Team Leader.

What You'll Already Have

• Proven analytical skills and a track record of problem-solving.
• Previous experience in work scheduling (not essential, as training will be provided).
• Excellent organisational skills and the ability to multitask.
• Self-motivated and target-driven, able to work under pressure.
• Strong communication and collaboration skills across all levels of the organisation.

Our Core Competencies

• Drives Results – Making things happen.
• Nimble Learning – Always remain curious.
• Collaborates – Use your network, sharing knowledge and skills.
• Plans and Aligns – Make it relevant, make it purposeful.

Our Purpose & Behaviours

At the heart of everything we do are our shared values and behaviours:

• We Think Big, Learn Fast
• We Work It Together
• We Make The Hard Call

Our Values

We commit to being a Home for all, empowering people to Make a Difference.

We are:

• Aligned – in our work together.
• Agile – in the face of change.
• Accountable – to our promises.
• Action – with integrity and transparency.

Why Join Us?

We reward not just the results but the positive impact you make along the way. With a pay-for-performance culture, we value curiosity, collaboration, and the drive to keep improving.

The Benefits

• 33 days holiday (inclusive of Bank Holidays)
• Annual Incentive Plan
• Employee Assistance Programme
• Life Assurance & Pension Plan
• Health & Wellbeing Programme (including health cash plan)
• High Street Reward Scheme & Refer a Friend Programme
• Free Parking & Eye Care support
• Flexible working model
• Employee Recognition Programme

Our Hiring Process

If you haven't heard from us within 4 weeks, please consider your application unsuccessful.

Please note – due to the Christmas period, there may be a delay in responding to your application.

Note for Recruitment Agencies: We manage our vacancies internally, preferring direct hires and referrals. When needed, we engage agencies from our Preferred Supplier List (PSL). Speculative CVs from agencies not on our PSL will not be considered, and no introduction fee will apply.

Fortune Brands Innovations are a US-based company, listed on the New York Stock Exchange, that owns and develops a dynamic portfolio of brands for homes worldwide. Our specialist kitchen and bathroom division, Fortune Brands Water Innovations, is made up of leading luxury British brands, Shaws, Perrin & Rowe and Victoria + Albert, plus Riobel from Canada. We market these together under the House of Rohl name.

In addition, Aqualisa completes our portfolio with its market-leading digital showering technology.

Our brands are united by a belief in design, innovation and craftmanship, leading to beautiful and high-quality products.

With manufacturing sites throughout the UK, and a House of Rohl showroom at the Design Centre in London, we currently employ over 600 people, dedicated to delivering excellent products and service throughout our supply chain. A new multi-million pound state-of-the-art facility at the i54 Business Park in Wolverhampton will be completed later this year, generating exciting new opportunities across the business as we continue to grow.

Watch our short video to discover more about Perrin & Rowe, Shaws, Riobel and Victoria + Albert – the brands that make up the House of Rohl.