We are looking for an experienced Service Manager to join an established engineering business and take responsibility for a combined service, technical support and account management function.
This is a senior role where you will lead a team of around 9 people, including Service Engineers, Sales and Support staff, while taking ownership of service delivery, customer relationships, aftersales activity and commercial performance.
The role would suit an experienced Service Manager, Field Service Manager, Aftersales Manager or Service Operations Manager who enjoys a varied position combining people leadership, customer management and commercial responsibility.
The Role
Reporting to the Operations Director, you will lead and develop a team of approximately 9 people, including:
* 5 Service Engineers
* 2 Sales/Business Development team members
* 2 Support staff
You will be responsible for ensuring the service function operates efficiently, customers receive a high level of service and opportunities to develop existing customer relationships are maximised.
Key responsibilities will include:
* Leading, motivating and developing the service, sales and support team.
* Setting objectives, monitoring performance and holding the team accountable against agreed KPIs.
* Overseeing the planning and scheduling of field service activity.
* Supporting engineers with the resources, parts and information they need to deliver an effective service.
* Managing planned maintenance, breakdowns, service contracts and aftersales activity.
* Acting as a senior escalation point for significant customer complaints and service issues.
* Building strong relationships with existing customers and identifying opportunities to increase service revenue.
* Managing the account management activity across the existing customer base.
* Reviewing and supporting quotations, pricing and commercial proposals.
* Monitoring the sales and quotation pipeline and ensuring opportunities are followed through effectively.
* Managing spare parts sales, availability and logistics alongside Supply Chain.
* Working closely with Engineering on technical issues, warranty matters and product feedback.
* Monitoring service performance, customer satisfaction, retention and revenue.
* Reporting service and commercial performance to senior management.
* Working collaboratively with Engineering, Supply Chain, Finance and other departments to continually improve the service operation.
About You
We're looking for someone with proven experience in field service, technical aftersales or service management, ideally within an engineering, manufacturing or capital equipment environment.
You'll need:
* Previous experience managing a field-based service or engineering team.
* Strong people-management skills and the ability to develop and motivate a team.
* Experience managing customer relationships and resolving escalated service issues.
* A commercially minded approach, with experience of service revenue, account management, quotations or contract management.
* The ability to manage multiple priorities and keep a service operation organised and efficient.
* Strong communication skills and the confidence to deal with customers, engineers and senior stakeholders.
* A good understanding of engineering products, equipment or technical services.
If you're an experienced Service Manager or Field Service Manager looking for a broader leadership role combining service, customer relationships and commercial responsibility, we'd be keen to hear from you
Salary description
£55000.00 - £60000.00 per year