Service Support Manager

Reporting to the Lead In‑Service Support Manager, the role will be responsible for the day‑to‑day delivery of the In‑Service Support Framework for SMD systems. You will manage a specific set of SMD clients and work in close collaboration with the respective client KAMs to ensure service delivery standards are met or exceeded, contributing to a world‑class In‑Service support offering.

This position manages In‑Service customer requests using the SMD Case Management system from initial receipt until close out. You will also deliver the scope of Service Agreements or other In‑Service Support frameworks for the client, manage service repairs, and escalate key issues, risks, and concerns to the Lead In‑Service Support Manager and Head of Support.

Your success will involve ensuring client operations can continue safely and effectively, engaging all relevant SMD departments, and contributing to simple, small‑scale projects—including project budgets, schedules, and client coordination—while driving service improvement initiatives and reporting on in‑service performance.

• Manage In‑Service customer requests via the SMD Case Management system.
• Deliver scope of Service Agreements or other In‑Service Support frameworks.
• Oversee service repairs and related activities.
• Escalate internal and external key issues, risks, and concerns.
• Ensure client operations are safe, effective, and supported by all SMD departments.
• Lead small‑scale projects, including budgeting, scheduling, and cross‑functional coordination.
• Drive service improvement initiatives and report on performance to add long‑term value.

This person should have a technical qualification in Engineering or equivalent knowledge and experience. They should possess a strong understanding of subsea equipment and associated technologies, and have proven experience in a leadership role within a support or field‑service function—preferably in the subsea equipment manufacturing industry. Good knowledge of ERP stock control and purchasing systems, excellent organisational and prioritising skills, and strong communication abilities at all internal and external levels are also essential.

• Technical qualification in Engineering or equivalent knowledge and experience.
• Strong understanding of subsea equipment and associated technologies.
• Proven experience in a leadership role within a support or field‑service function.
• Good knowledge of ERP stock control and purchasing systems.

The power behind subsea pioneers. We collaborate with future‑thinking companies to draw knowledge, wealth, and prosperity from underwater environments, inventing and engineering solutions for the toughest challenges in the subsea industry and science.

We are proud of our people—our engineers, team, and talent. Without our skilled employees we would never progress as a company. They embody our values and are central to everything we do.

At Soil Machine Dynamics (SMD) we offer a comprehensive benefits package, including competitive salaries, generous holiday allowances, a pension scheme, private medical insurance, wellness programmes, mental health support, professional development, flexible working options, and a range of employee perks such as gym membership, casual dress, free parking, cycle‑to‑work, work laptops, referral bonuses, and more. We also celebrate long service awards, staff events, and recognise achievement through performance reviews and a culture of recognition.

Not disclosed.