ROLE OVERVIEW
As a Service Controller in our Managed Print Services (MPS) team, you will play a key role in ensuring the smooth operation of our print environment. You will be responsible for proactively monitoring toner and maintenance alerts, managing incoming service and supply requests from customers, coordinating the activities of field service engineers, and maintaining effective communication with suppliers to ensure timely fulfilment of requirements.
ROLE DETAILS
JOB TITLE: Service Controller – Managed Print Services
WORKING HOURS: 8.30am – 17:00pm, Monday to Friday
LOCATION: Portsmouth
KEY RESPONSIBILITIES
Toner & Device Monitoring
- Monitor automated toner and maintenance alerts through MPS software/tools
- Validate and process toner orders based on alert status and device usage
- Track toner shipments and ensure timely delivery to customers
Customer Service Coordination
- Serve as the first point of contact for customer queries related to printer faults, consumables, and general service requests
- Log, prioritize, and assign service tickets in accordance with SLAs
- Provide timely updates to customers on ticket status and resolution timelines
Engineer Scheduling & Support
- Liaise with field service engineers to schedule and coordinate service visits
- Track job progress and escalate unresolved issues where appropriate
- Ensure engineers are equipped with the correct parts and information before dispatch
Supplier & Inventory Oversight
- Ensure supplier compliance with agreed lead times and performance standards
- Liaise with external service companies to log tickets and follow up on customer issues.
Reporting & Process Improvement
- Generate and review performance reports (e.g., response times, consumable usage, ticket resolution)
- Contribute to continuous improvement initiatives to enhance service efficiency
- Support audits and service reviews with accurate documentation
SKILLS & EXPERIENCE REQUIRED
- Experience in a service coordination, logistics, or helpdesk role (preferably in a print or IT environment)
- Familiarity with MPS platforms and remote device monitoring tools (e.g., PrintFleet, FM Audit, PaperCut) is an advantage
- Strong communication and customer service skills
- Proficient in using ticketing systems and office productivity tools (e.g., Excel, Outlook, CRM)
- Ability to multitask, prioritize and work under pressure in a dynamic service environment
- Organised, proactive, high level of accuracy and attention to detail
DESIRABLE QUALIFICATIONS
- ITIL Foundation (or awareness of service management principles)
- Knowledge of printer/copier hardware and consumables
- Experience working with third-party suppliers or service providers
COMPANY BENEFITS
- 33 days annual leave each year (including bank holidays)
- Employee Ownership Trust
- Life Assurance
- Social Budget
- Employee Assistance Programme
- Pension
- Healthcare Cash Plan
- Electric Vehicle Scheme
- Cycle to Work Scheme
- Enhanced Family Pay
Job Types: Full-time, Permanent
Benefits:
- Company pension
- Cycle to work scheme
- Life insurance
- On-site parking
- Referral programme
- Sick pay
Schedule:
- Monday to Friday
Work Location: In person
Reference ID: ServCtrlPorts
