Samuel Frank is recruiting for a Head of Service to join a well-established engineering business based in Leeds. The successful Head of Service will take responsibility for the day-to-day running and development of the UK service operation, managing field engineers, customer requirements, service projects and the commercial performance of the department.
This is primarily an operational role, roughly 70% operational and 30% commercial, and would suit someone who is highly organised, customer-facing and comfortable managing a busy service function where priorities can change quickly. There is significant scope to improve processes, develop the service offering and grow the department over time.
The role is Leeds based with UK-wide travel, regular customer site visits and occasional overnight stays. Flexibility will also be needed to support engineers and urgent customer requirements outside normal office hours when required.
Key aspects of the Head of Service role include:
* Leading and managing the UK service department, including Service Engineers and subcontractors
* Planning, scheduling and coordinating field engineers, workloads and service activities
* Managing installation, upgrade, rebuild, refurbishment and commissioning projects from planning through to completion
* Organising engineer resources, tools, materials, van stock and service equipment
* Managing reactive breakdowns and urgent service requirements
* Scoping service work, preparing quotations and estimating labour, materials, engineering time and project costs
* Producing RAMS, carrying out site-specific risk assessments and ensuring engineers work in line with HSE and customer requirements
* Reviewing engineer service reports, timesheets, customer action plans and service documentation
* Identifying service, upgrade and new customer opportunities and supporting service contract growth
The successful Head of Service will need:
* Previous experience in a Service Manager, Head of Service, Site Manager, Operations Manager or similar engineering leadership role
* Experience managing field service engineers and coordinating site-based activities
* A strong background in industrial machinery, engineering or manufacturing environments
* Good mechanical and hydraulic knowledge; electrical knowledge would also be beneficial
* Good commercial awareness and the ability to understand the profitability of service work
* Strong customer-facing skills and the confidence to manage customer expectations and difficult situations
* A full UK driving licence and willingness to travel throughout the UK, including occasional overnight stays
Ideally, the Head of Service will also have:
* HNC, HND or Degree in Mechanical, Electrical or another relevant Engineering discipline
* IOSH Managing Safely, NEBOSH or similar health and safety qualification
* Experience using ERP, CRM, CMMS or service management systems
* PLC or controls knowledge
* Previous experience growing service revenue, service contracts or aftermarket business
Package:
* Salary £50-55k depending on experience and qualifications
* Company car for business and personal use
* Fuel card covering business and personal mileage
* Bonus linked to agreed KPIs
* 37-hour working week
* Longer-term opportunity to develop the service department, increase commercial responsibility and add further support as the function grows
This is a good opportunity for an experienced service or engineering operations professional who enjoys taking ownership of a busy department, improving how it operates and building strong relationships with both engineers and customers
Salary description
£50000.00 - £55000.00 per year