Service Manager

Location: Germany (remote and on-site field work)

Employment Type: Permanent, Full-time

Industry: Retail and Logistics Hardware

Our client is a prominent international business, renowned for designing and manufacturing innovative retail and logistics solutions including software, hardware, consultancy, and deployment services. Their extensive portfolio features parcel lockers, self-service vending machines, self-checkout counters, racking systems, refrigeration units, and more.

As a Service Manager, you will provide on-site service to clients and build long-term relationships with services agencies/contractors across the country.

Your responsibilities will include:

• Identifying and resolving technical or maintenance issues in hardware operation.
• Providing detailed information and guidance to clients on the use, maintenance, and repair of products
• Organising the repair or replacement of faulty equipment or components
• Identifying and implementing potential improvements in systems and processes
• Coordinating and monitoring the execution of service orders and requests
• Tracking the effectiveness and quality of provided services, analysing customer feedback
• Building and managing a regional service network, organising contractor teams and technical personnel
• Ensuring compliance with legal requirements, internal policies, and company standards
• Developing and managing service contracts with clients, monitoring service level agreement (SLA) performance, and analysing breaches of SLAs
• Preparing management reports on service department performance and analysing customer request trends to improve processes

• 5 years experience in a similar technical maintenance role
• Advanced product knowledge, diagnostics, setup, and repair of mechanical and electrical products – ideally refrigeration and advanced racking systems.
• Proficient in data analysis and report generation to drive improvements.
• Effective collaboration and leadership abilities, including conflict resolution.
• Familiar with legal aspects of service, including contracts, warranties, and consumer rights.
• Quick to adapt to market, technology, or client changes, and collaborative across teams.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.