Service Manager

The Role:

As a Service Manager, you are the primary point of contact for our field service engineers in your area, leading and supervising a team specializing in heavy plant and mechanical processing/recycling equipment. You will be on hand to provide expert technical guidance and coaching, ensuring all health and safety protocols are adhered to.

As part of your line management responsibilities, you will be fostering a safety‑conscious culture within the team, in addition to monitoring and working to optimise field service operations, ensuring a timely response and resolution to customer issues.

Using your expert technical expertise, you will be the primary point of escalation for the resolution of any technical queries that arise, from both customer and field service engineers, assisting and dealing with complex problem‑solving when needed. You will collaborate with field service engineers and customers to provide feedback on equipment performance and reliability and stay current with industry trends, technologies, and best practices related to our products and services.

This will involve daily interaction with OEMs, internal operations and external meetings with clients and customers.

On completion of all work you will be directly responsible for the management of cost placement and maximum recovery of chargeable works (warranty and customer works); to achieve this you will be accountable for the quality assurance of field work within your area, implementing and overseeing a robust quality‑checking process for the work performed. You will conduct regular audits and inspections to ensure that all maintenance and repair activities meet the highest quality standards, providing feedback and training to field service engineers where needed.

• Day‑to‑day line management of field service engineers in your area.
• Day‑to‑day line management of service administrators in your area.
• Collaborating with the sales team to identify opportunities for contract renewals or equipment upgrades.
• Attend manufacturing meetings & training.
• Provide technical feedback to OEMs for product improvements and ongoing development.
• Primary technical point of contact for factory/OEMs.
• Oversee the delivery of service/warranty campaigns.
• Manage the daily WIP and invoicing process to ensure all work is carried out accurately and timely.
• Attend regular meetings and deputise in absence of Field Service Manager.
• Liaise with other departments to ensure that items required for repair and maintenance are accurate and available.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications listed below are representative of the knowledge, skill, and/or ability required.

• Minimum of 5 years’ experience working in a specialised engineering/technical management role.
• Minimum of 5 years on‑the‑tools experience, working with heavy plant machinery, specifically movers and excavators.
• Demonstrable technical/mechanical customer service experience in a similar role or industry.
• Ability to diagnose and categorise technical issues over the phone.
• Excellent organisational skills.
• Excellent communication skills.
• Excellent attention to detail.
• Mathematically competent with good IT skills.
• Ability to thrive in a busy, ever‑changing environment.
• Ability to multi‑task.
• Computer literate with the ability to competently use MS Office.

• A valid driver’s licence and Real  required.
• Willingness to travel within Texas and surrounding regions as required to support field operations or attend customer sites.
• Occasional weekend or after‑hours work may be required to meet operational demands.