Service Manager

Sector: Engineering and Manufacturing
Salary: Competitive
Location: Leicestershire
Role: Full Time
Contract: Permanent
Job ref: 913646
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Just Recruitment is partnering with a well-regarded business, at the forefront of their sector, looking to add a Service Manager to their long-standing team — based in the Leicestershire area.

As a customer-focused and technically motivated Service Manager, you will be responsible for managing the staff, operations and financial aspects of a service‐oriented business unit.

You will establish and maintain a robust customer service system that guarantees prompt and personalised assistance by delivering exceptional services at sites throughout the UK.

In this exciting post, the Service Manager will be responsible for overseeing the whole service department operations, including routine maintenance, reactive call-outs and remedial works on a range of capital equipment. You will be responsible for leading and managing the day-to-day management of, service planning, coordination and the Field Service team of engineers/technicians.

Key duties include:

  • Fostering a customer‐centric culture within the service team, emphasising empathy, professionalism and effective problem‐solving.
  • Developing and implementing service strategies to enhance customer experience and meet service objectives.
  • Building and maintaining solid customer relationships, understanding their needs and providing personalised support and solutions.
  • Acting as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.
  • Conducting periodic appraisals of team members and identifying areas for improvement.
  • Updating service delivery methods to improve overall efficiency.
  • Regularly auditing work being done and customer service being provided to ensure all standards are met and that repair work is carried out effectively, correctly, and thoroughly.
  • Monitoring service metrics and analysing customer feedback to identify areas for improvement and implement corrective actions.
  • Hiring, training and mentoring service staff, fostering a high‐performance culture and promoting professional development.

To be considered for this role you must be able to demonstrate a strong background working in a Service / Maintenance Management capacity, with practical knowledge of capital equipment maintenance and repair.

You should have the ability to manage multiple teams and tasks at any one time.

Role requirements include:

  • Degree educated in Engineering or similar.
  • 5+ years of experience in service management or a related role, with knowledge of service management principles, processes and best practices.
  • Demonstrated success in customer service, handling complaints and budget management.
  • Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and internal stakeholders.
  • Strong understanding of maintenance/repair processes.
  • Time management & organisational skills.
  • IT literate.
  • Proficient user of MS Office (Word / Excel).
  • Exceptional problem‐solving and decision‐making abilities, with a customer‐centric approach to resolving service‐related challenges.
  • A commitment to delivering outstanding customer service and a passion for exceeding customer expectations.

Benefits:

This is an excellent opportunity to join a world-class organisation. You will be joining a national service team that takes great pride in its work and aims to build upon long-term relationships with customers. You will be continually challenged as you are exposed to new technologies. You will receive constant support and guidance from senior management, and your technical knowledge will be furthered through training courses. For those with the desire there are opportunities to progress your career within the business unit and into the wider company.

In return, you will benefit from dedicated product training, recognised by the industry, which will run on an ongoing basis as new products are introduced. A generous remuneration package is also guaranteed, company healthcare package, contributory pension scheme, phone, and laptop, along with the opportunity to progress your career within a market leading organisation.

This is a hybrid role that involves working in the field alongside engineers, collaborating remotely with administrative colleagues, and regularly attending the head office in Leicestershire.

 

Just Recruitment acts as an employment agency for permanent roles.
We are an equal opportunities employer and welcome applications from all suitable candidates.

 

Contact Bridie James to talk about this role on 01376 517079