Service Manager

RETAIND Ltd; Bromsgrove; On-site; GBP 40,000 - 45,000; Full time

Job summary

RETAIND Ltd in Bromsgrove, Worcestershire, is seeking a Service Manager to lead its technical service team, coordinate repairs and provide reliable warranty support to customers. This hands-on management role combines team leadership with mechanical and electrical problem-solving and a focus on service quality.

You will oversee the assessment, repair and refurbishment of returned products, maintain records, work with Engineering and Quality teams, and travel to customer sites as needed.

Qualifications

• Experience supervising a technical service, repair or engineering support team.
• Strong understanding of mechanical and electrical systems and fault diagnosis.
• Ability to interpret technical drawings.
• Excellent communication and customer-service skills.
• Proficient IT skills (Word/Excel).
• Willingness to travel to customer sites.
• Experience with SAP or warranty administration is beneficial.

Responsibilities

• Lead and manage the service team and priorities.
• Oversee fault diagnosis, repairs, refurbishment and warranty work.
• Manage returns from booking to repair.
• Provide technical support by phone and email; visit customer sites.
• Coordinate warranty repairs and claims.
• Collaborate with Engineering and Quality to fix recurring faults.
• Maintain service records using SAP and RMA procedures.
• Monitor spare parts and liaise with procurement.
• Review procedures and turnaround times for improvements.

Skills

Team leadership

Mechanical diagnosis

Electrical diagnosis

Customer service

Communication

Tools

SAP

RMA processes

Job description

Service Manager - Engineering / Manufacturing

Bromsgrove, Worcestershire

£40,000-£45,000 per annum, depending on experience

Permanent position | ASAP start preferred

RETAIND is recruiting for an established engineering and manufacturing business seeking a Service Manager to lead its technical service team, coordinate repairs and provide reliable warranty support to customers.

This varied, hands-on management role combines team leadership, mechanical and electrical problem-solving, and customer service. You will oversee the assessment, repair and refurbishment of returned products, ensuring work is completed efficiently and customers are kept informed.

Working closely with Engineering and Quality colleagues, you will also help resolve recurring product issues and improve service performance.

The role:

• Lead and support the service team, allocating workloads and managing day-to-day priorities.
• Oversee mechanical and electrical fault diagnosis, repairs, refurbishment and warranty work.
• Manage product returns from initial booking and assessment through to repair and resolution.
• Provide technical support to customers by telephone and email, attending customer sites when required.
• Coordinate warranty-related repairs and claims as part of the wider service operation.
• Work with Engineering and Quality teams to investigate recurring faults and implement corrective actions.
• Maintain accurate service and repair records using SAP and Return Material Authorisation (RMA) procedures.
• Monitor spare parts availability and liaise with procurement to maintain stock.
• Review service procedures, turnaround times and repair trends to identify practical improvements.

About you:

• Experience managing or supervising a technical service, repair or engineering support team.
• A sound understanding of mechanical and electrical systems, including fault diagnosis and repair.
• Confidence organising workloads, supporting colleagues and balancing customer priorities.
• The ability to read and interpret technical drawings.
• Clear communication skills and a professional approach to resolving customer concerns.
• Good IT skills, including Microsoft Word and Excel.
• An organised, practical approach and a willingness to get involved in technical issues.Willingness to travel to customer sites when necessary.

Experience with SAP, RMA processes or warranty administration would be beneficial, as would soldering skills and experience using fault-finding equipment.

We welcome applications from established Service Managers and experienced Service Supervisors, Repair Team Leaders or Technical Service Team Leaders ready to move into a management position within engineering or manufacturing.