Qcom Technology Ltd

Service Fault Controller – Service Operations
Location: Droitwich Job Type: Full-time, Permanent Salary: Competitive, dependent on experience
Qcom Technology is looking for a proactive and organised Service Fault Controller to join our Service Operations team.
This is a fast-paced operational role where you will take ownership of reactive service calls, coordinate our field engineers, monitor customer SLAs and make sure faults are progressed quickly and professionally from initial receipt through to resolution.
You’ll be at the centre of our service operation, working closely with engineers, customers, technical teams and logistics to keep jobs moving and ensure customers receive clear and timely updates.
What you’ll be doing
<ul>
<li>Managing reactive service calls from initial logging through to completion</li>
<li>Allocating and dispatching field engineers based on location, availability and skillset</li>
<li>Monitoring open calls and customer SLA commitments</li>
<li>Proactively identifying and managing calls at risk of delay or SLA failure</li>
<li>Keeping customers updated throughout the service process</li>
<li>Coordinating parts, technical support and follow-up visits where required</li>
<li>Reviewing engineer notes and ensuring service records are accurate and complete</li>
<li>Escalating priority incidents and operational risks</li>
<li>Supporting the wider Service Operations team during periods of high demand</li>
<li>Helping identify repeat faults and opportunities to improve service delivery</li>
</ul>
What we’re looking for
We’re looking for someone who is:
<ul>
<li>Highly organised and able to manage multiple priorities</li>
<li>Proactive and comfortable taking ownership of issues</li>
<li>Calm and professional under pressure</li>
<li>A strong communicator with good customer-service skills</li>
<li>Confident working with engineers, customers and internal teams</li>
<li>Comfortable using IT systems, Microsoft Office and service-management platforms</li>
</ul>
Previous experience in a helpdesk, service desk, scheduling, field service or operational support role would be an advantage.
Experience working to customer SLAs or coordinating mobile field engineers would also be beneficial.
Why join Qcom?
Qcom Technology is a growing service organisation supporting customers across the UK and Ireland. You’ll join a busy and experienced operations team where you can make a real impact on service delivery and customer satisfaction.
If you enjoy solving problems, coordinating people and keeping things moving in a fast-paced environment, we’d like to hear from you.
Apply now with your CV
Pay: From £25,200.00 per year
Benefits:
<ul>
<li>Company events</li>
<li>Company pension</li>
<li>Free parking</li>
<li>On-site parking</li>
</ul>
Work Location: In person

Service Fault Controller – Service Operations

Service Fault Controller – Service Operations

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