Service Co‑ordinator (BeNeLux & International)

Rotork is a market‑leading global provider of mission‑critical flow control and instrumentation solutions. Customers around the world rely on Rotork for innovative, high‑quality and dependable technologies that control the flow of liquids, gases and powders. Our solutions help improve efficiency, reduce emissions, minimise environmental impact and ensure safety across a wide range of industries. [rotork.com]

We operate across three key divisions — Oil & Gas, Water & Power, and Chemical, Process & Industrial (CPI) — enabling close strategic relationships with our customers and a deep understanding of their automation challenges. 

With 3,500 employees in over 170 countries, Rotork combines more than 60 years of expertise with continuous innovation to deliver reliable, long‑lasting and industry‑leading products. We are committed to improving our environmental performance, including achieving net‑zero emissions by 2035 (Scopes 1 & 2) and 2045 (Scope 3). 

About the Role

As a Service Co‑ordinator at Rotork, you will play a key role in delivering a first‑class field service experience to our BeNeLux and international customers. You will plan and co‑ordinate the activities of our Field Service Engineer (FSE) team, ensuring efficient service delivery, accurate scheduling, and exceptional customer care.

This role sits at the heart of our Service organisation and is ideal for someone who is organised, proactive, and customer‑focused.

Key Responsibilities

Customer Interaction & Service Requests

• Receive service requests via phone, email, or other channels and provide initial advice where appropriate.
• Acknowledge all new service requests within 24 hours.
• Provide commercial quotations, including spare parts selection, pricing, and labour estimates (typically within 24 hours).
• Follow up on quotations within 5 working days and track conversion/hit rates.
• Provide technical support and guidance to customers by phone or email.

Planning & Co‑ordination

• Schedule and co‑ordinate Field Service Engineers to ensure maximum utilisation, efficiency, and profitability.
• Raise job instructions for FSEs and ensure all required materials are available to complete the work.
• Prepare method statements and risk assessments according to customer requirements.
• Support the day‑to‑day running of the Service Department, including use and development of the Service Management System.
• Stand in for the Service Supervisor during periods of absence.

Commercial & Administrative Tasks

• Review purchase orders and check terms and conditions.
• Raise pro‑forma invoices when required.
• Assist in reviewing engineer reports and provide instructions for invoicing.

About You

We are looking for someone who brings a mix of technical understanding, customer service focus, and strong organisational capability.

Essential Skills & Experience

• Engineering experience.
• Strong commercial awareness; knowledge of actuators is an advantage.
• Proficient in Microsoft Office (Word, Excel, Access).
• Excellent interpersonal and communication skills, both written and verbal.
• Conscientious, self‑motivated, and able to work independently under time pressure.
• Highly organised with a structured approach.
• Strong attention to detail.
• Ability to handle challenging situations confidently.
• Flexible attitude, including willingness to work extended hours when needed.
• Motivated to learn, progress, and develop within the organisation.

The Successful Candidate Will Be Someone Who:

• Is focused on delivering results and meeting customer expectations
• Easily establishes good relationships with customers and staff; relates well to people at all levels. Has Excellent communication skills.
• Able to work independently, be self-reliant, socially confident and be able to work as part of a team.
• Achieves Personal Work Goals and Objectives – Self-motivated; accepts responsibility and tackles demanding goals with enthusiasm; works hard and puts in additional hours when necessary.
• Applies specialist and detailed technical expertise, uses technology to achieve work objectives; develops job knowledge and expertise.