Service Commercial Manager

Pioneer Plant Ltd | Corby, with customer visits

Salary: £55,000-£60,000 per year

Job type: Full-time

Pioneer Plant is looking for an experienced Service Commercial Manager to lead and grow a busy service department within a UK construction equipment dealership.

This role would suit a commercially minded people leader who can improve customer satisfaction, increase sold hours and engineer productivity, and ensure safe, efficient, high-quality service delivery.

You will lead around 10-12 field and workshop engineers alongside the office team. Reporting to the Aftermarket Manager and General Manager, you will work closely with the Technical Manager, Service Controller, Warranty team, Pioneer Uptime, Service Contract Administrator, Parts and Sales.

• Lead the service team’s day-to-day performance, ensuring work is planned, allocated and completed efficiently.
• Drive profitable growth through labour sales, engineer utilisation, productivity, recovery rates, cost control and timely invoicing.
• Work with the Service Controller to optimise scheduling, minimise travel time and manage priorities.
• Partner with the Technical Manager to improve diagnostic accuracy, first-time fix rates and job quality.
• Resolve escalated customer issues, balancing excellent service with sound commercial judgement.
• Improve planning with Parts to reduce emergency orders and machine downtime.
• Support Sales with pre-delivery inspections, machine handovers and service-related customer decisions.
• Review monthly KPIs, forecasts and budgets, translating the findings into clear action plans.
• Maintain accurate job records, consistent processes and compliance with UK health and safety requirements.
• Develop an accountable, collaborative engineering team that continually improves.
• Ensure work orders are complete and accurate before customer billing.
• Ensure consistent use of Develon tools and programmes throughout the service organisation.

You will deliver profitable service growth, stronger sold hours and engineer productivity, improved first-time diagnosis and repair, fewer delays caused by parts, effective pre-delivery inspection support and measurable improvements in customer satisfaction.

Key measures include hours bought and overtime, hours sold, gross and net profit, availability, utilisation, efficiency, recovery rate and productive recovery.

• Experience leading a service operation in construction equipment, agricultural machinery, commercial vehicles, materials handling, plant hire or a related engineering environment.
• A strong understanding of field service, workshop operations, diagnostics, warranty, service contracts and customer uptime.
• Commercial experience managing labour sales, productivity, margins, costs and customer outcomes.
• The ability to lead, motivate and develop engineers, with clear expectations and accountability.
• Confident communication with customers, technical teams, Parts, Sales and senior management.
• A structured, data-led approach to KPIs, planning, problem-solving and continuous improvement.
• Good IT and administration skills, including service scheduling, reporting or dealer management systems.
• Working knowledge of UK health and safety requirements in workshop and field service environments.

You will be customer-focused, organised and calm when priorities compete. You will bring a positive attitude, sound decision-making and the ability to work credibly across technical and commercial teams, with a commitment to service professionalism and engineer development.

• Annual performance bonus based on profit and volume.
• Company vehicle.
• 22 days' holiday plus bank holidays and a Christmas shutdown.
• A senior role with scope to shape service performance…