Service Manager

Ready to lead a team that delivers world-class service?

A world-class, ISO 9001-certified market leader in manufacturing automatic combustion equipment is seeking a Service Manager to lead and develop its established Service Department. With a team of 15 field-based Service Engineers across the UK, plus additional office-based administrative staff, the department supports a broad range of blue-chip customers nationally and internationally.

• Lead and develop a nationwide team of Service Engineers and Administrators
• Performance-related bonus
• 25 days holiday plus bank holidays
• Company car
• Pension contribution of 4%, rising to 6% after one year
• Opportunity to shape and grow the Service Department
• Be part of a team that supports high-profile, blue-chip customers across the UK and overseas

Are you the right person for the job?

• Proven experience in a Service Manager or similar leadership role within an engineering environment
• Strong engineering background (burners and boilers advantageous but not essential)
• Demonstrable experience managing field-based engineering teams
• Full UK driving licence
• Excellent interpersonal and communication skills, confident in dealing with customers
• Strong organisational and planning skills with the ability to manage competing priorities
• Commercial awareness and experience supporting contract-based customers
• Experience improving processes, systems, and departmental performance
• Ability to analyse performance data and drive improvements
• Leadership skills to motivate, develop, and retain staff
• Proficient in Microsoft Office applications
• Flexible and adaptable approach

What will your role look like?

• Lead, manage, and develop the Service Department
• Maintain strong relationships with customers, ensuring satisfaction and repeat business
• Ensure contractual Service Level Agreements (SLAs) are achieved and reported
• Oversee planning, allocation, and coordination of service activities across the UK and overseas
• Support and guide engineers and compile technical quotations for contract customers
• Drive continuous improvement and implement organisational/process enhancements
• Monitor service KPIs, including response times, first-time fix rates, utilisation, and customer feedback
• Ensure accurate and timely completion of service documentation
• Manage departmental resources, workforce planning, and skills development
• Play a key role in growing service contracts and the department
• Ensure compliance with Health & Safety, Quality, and Environmental standards
• Chair departmental meetings and maintain clear communication between field and office teams
• Identify risks, issues, and opportunities, implementing mitigation strategies
• Manage escalations and resolve complex customer issues efficiently

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