Europe Area Service Manager

Europe Area Service Manager (Heavy Equipment / Construction Machinery)

Location: United Kingdom (with extensive European travel)
Salary: £50,800 – £89,453 per annum + benefits + bonus potential
Region: Europe
Travel: Frequent international travel required

Our client is a global leader in heavy equipment manufacturing
, specialising in construction machinery, lifting equipment, earthmoving solutions, and aerial work platforms
.

With a strong heritage in engineering excellence and innovation, the business has rapidly expanded its international footprint across Europe, the Middle East, and Asia
, delivering cutting‑edge solutions to major infrastructure, construction, and industrial projects.

The organisation is currently experiencing significant global growth
, particularly across emerging markets and strategic infrastructure corridors, and is investing heavily in after‑sales service excellence, dealer capability, and customer experience across Europe.

We are seeking an experienced and dynamic Europe Area Service Manager to lead aftersales operations, dealer performance, and customer service delivery across the region.

This is a high‑impact leadership role responsible for driving service excellence, building high‑performing teams, and ensuring best‑in‑class support to key customers and partners.

• Deliver outstanding after‑sales support across the European region
• Ensure strict adherence to Service Level Agreements (SLAs) (e.g., 1‑hour response, 8‑hour onsite, 72‑hour resolution)
• Oversee field service operations and optimise resource deployment

• Evaluate and enhance authorised dealer capabilities across service, tools, facilities, and staffing
• Implement certification standards and performance improvement plans
• Expand service coverage via third‑party service partners

• Develop and execute regional spare parts and service sales strategies
• Improve inventory turnover, availability, and sales performance
• Drive proactive upselling of service contracts and maintenance packages

• Act as the primary service lead for VIP and strategic customers
• Ensure high levels of customer satisfaction and retention
• Manage service delivery performance and escalation resolution

• Lead technical support teams in resolving complex equipment issues
• Coordinate upgrades, modifications, and field improvements
• Capture and feedback product performance insights to engineering teams

• Optimise spare parts inventory planning and working capital
• Maintain >95% parts availability while controlling stock levels
• Align supply chain operations with service demand

• Oversee warranty processes and claims approvals
• Ensure compliance with internal service standards and audit requirements

• Deliver training programmes for dealers and technicians
• Promote knowledge sharing and continuous technical development

• Build, lead, and mentor regional service and technical teams
• Drive performance through KPIs, scorecards, and structured reviews
• Collaborate cross‑functionally with finance, supply chain, and operations

• Bachelor's degree in Mechanical Engineering, Automotive Engineering, or related field

• Minimum 6+ years in after‑sales/service within Construction machinery, Heavy equipment, and Plant machinery or industrial equipment.
• At least 3+ years in leadership or team management roles.
• Proven experience managing dealer networks and customer relationships.

• Strong mechanical/electrical fault diagnosis and troubleshooting ability
• Solid understanding of aftermarket operations, SLAs, and service delivery models
• Experience with CRM systems and Microsoft Office tools
• Excellent communication, negotiation, and stakeholder management skills

• Fluent in English (essential)
• Additional European language(s) highly desirable

• Full, valid driving licence
• Willingness to travel extensively across Europe