Service Manager - Engineering

Due to the nature of the role, flexibility is essential. Participation in an out-of-hours call support rota will be required when necessary. About the Role We are seeking an experienced and highly organised Service Manager to join a well-established engineering and manufacturing business. This is a fast-paced, customer-focused role responsible for managing the day-to-day operations of the service department, ensuring the highest levels of customer satisfaction while supporting a team of Field Service Engineers working throughout the UK and internationally. The successful candidate will thrive under pressure, be commercially aware, and possess excellent leadership and organisational skills. They will play a key role in delivering exceptional after-sales support, managing customer expectations, and driving service growth. Key Responsibilities • Manage the day-to-day operations of the Service Department. • Lead, support and coordinate a team of Field Service Engineers and Fitters operating across the UK and worldwide. • Plan and schedule engineer workloads, installations, servicing, repairs and breakdown attendance. • Act as the primary point of contact for customers regarding service-related enquiries. • Manage machinery breakdowns and ensure prompt resolution while maintaining excellent customer communication. • Coordinate machinery installations and commissioning activities. • Process and manage warranty claims in line with company procedures. • Monitor service performance and ensure agreed response times and service standards are achieved. • Build and maintain strong relationships with customers through excellent after-sales support. • Identify opportunities to upsell service contracts, preventative maintenance packages and additional services. • Prepare quotations for repairs, service work and maintenance agreements. • Support the recruitment, onboarding and development of Field Service Engineers. • Manage engineer availability, holiday planning and resource allocation. • Ensure service documentation is completed accurately and in a timely manner. • Produce service reports and monitor departmental KPIs. • Participate in out-of-hours support when required. The ideal candidate: • Previous experience managing a service department within engineering, manufacturing, plant, machinery or industrial equipment. • Experience managing Field Service Engineers or Service Technicians. • Excellent planning and scheduling skills. • Strong customer service and relationship management experience. • Experience handling warranty claims and service administration. • Commercial awareness with the ability to identify sales opportunities. • Strong organisational skills with the ability to prioritise competing demands. • Excellent communication skills, both written and verbal. • Proficient in Microsoft Office and service management systems. • Full UK Driving Licence. Benefits: • Company pension. • 20 days annual leave plus bank holidays. • Ongoing training and development opportunities. • A varied and rewarding role within a successful engineering and manufacturing business. • Opportunity to make a significant impact within a growing organisation. Please note: This is a demanding and fast-paced position requiring flexibility, resilience and the ability to manage multiple priorities simultaneously. Applicants should be comfortable working in a high-pressure environment where customer service, responsiveness and effective decision-making are key to success. Working Hours: • Monday to Thursday: 8:00am - 5:00pm • Friday: 8:00am - 4:30pm