Service Manager

Wynne Consulting; Manchester; On-site; GBP 55,000 - 75,000; Full time

Job summary

Wynne Consulting is recruiting a Service Manager for a well-established manufacturer of containment equipment and clean air systems. You will lead the service function across lifecycle support, directing a team of service engineers and coordinators to deliver high-quality, responsive technical services.

The role combines service operations, engineering, customer management and commercial responsibility, with accountability for planned maintenance, repairs and ongoing service contracts.

Qualifications

• Previous experience managing a service, maintenance or after-sales engineering function.
• Experience leading field-based engineering/service teams.
• Strong understanding of planned and reactive maintenance.
• Commercial awareness including quotations, budgets and service margins.

Responsibilities

• Manage the day-to-day operation of the service department.
• Lead, motivate and develop a team of service engineers and support staff.
• Plan and coordinate planned preventative maintenance, breakdown and reactive service activities.
• Ensure service engineers are scheduled and resources allocated effectively.
• Act as senior point of contact for key customers and service contracts.
• Develop and maintain strong customer relationships.
• Monitor service performance against KPIs, SLAs and contractual requirements.
• Manage service contracts, renewals and ongoing customer requirements.
• Identify opportunities for additional service, maintenance, upgrades and retrofit work.
• Prepare and review quotations for service, repair and upgrade activities.

Skills

People management

Service management

Customer management

Maintenance planning

Leadership

Project management

Technical problem solving

Health and safety awareness

Cost control

Education

Engineering qualification or technical background

Tools

ERP systems

Service management software

Job description

We're recruiting a Service Manager for a well-established manufacturer of containment equipment and clean air systems, supporting the Pharmaceutical, Healthcare, Food & Beverage, Precision Engineering, and Material Handling industries.

The Service Manager will be responsible for leading and developing the service function, ensuring customers receive a high-quality, responsive and technically capable service throughout the lifecycle of their equipment and systems.

This is a key management position combining service operations, engineering, customer management and commercial responsibility. The successful candidate will lead a team of service engineers and coordinators, manage planned and reactive maintenance activities, and work closely with customers to develop long-term service relationships.

Key Responsibilities

• Manage the day-to-day operation of the service department.
• Lead, motivate and develop a team of service engineers and support staff.
• Plan and coordinate planned preventative maintenance (PPM), breakdown and reactive service activities.
• Ensure service engineers are appropriately scheduled and resources are allocated effectively.
• Act as a senior point of contact for key customers and service contracts.
• Manage customer enquiries, technical issues and escalations through to successful resolution.
• Develop and maintain strong customer relationships.
• Monitor service performance against agreed KPIs, SLAs and contractual requirements.
• Manage service contracts, renewals and ongoing customer requirements.
• Identify opportunities for additional service, maintenance, upgrades and retrofit work.
• Prepare and review quotations for service, repair and upgrade activities.
• Work closely with engineering, projects, sales and manufacturing teams to ensure a joined-up customer experience.
• Ensure service activities are completed in accordance with relevant health & safety, quality and engineering standards.
• Review service reports and ensure documentation is completed accurately and on time.
• Investigate recurring technical issues and identify opportunities to improve equipment reliability.
• Manage subcontractors and external service providers where required.
• Monitor departmental costs, margins and profitability.
• Support the development of service processes, procedures and best practices.
• Assist with the development of long-term service strategies and preventative maintenance programmes.
• Ensure engineers maintain appropriate technical competencies, certifications and training.

Technical Environment

The role would suit someone with experience within an engineering environment involving products or systems such as:

• Clean air and air handling systems
• Isolation and containment systems
• Cleanrooms and controlled environments
• HVAC / ventilation systems
• Filtration systems
• Pressure-controlled environments
• Laboratory or pharmaceutical engineering
• Life sciences and healthcare environments
• Industrial air quality systems

Experience working with mechanical, electrical, controls or HVAC-related equipment would be advantageous.

Candidate Profile

The ideal candidate will have previous experience managing a service, maintenance or after-sales engineering function, ideally within a technical engineering or capital equipment environment.

You will be a strong people manager with the ability to balance operational priorities with customer and commercial requirements.

• Previous experience in a Service Manager, Service Engineering Manager, Aftermarket Manager or similar role.
• Experience managing field-based engineering/service teams.
• Strong understanding of planned and reactive maintenance.
• Experience managing customer relationships and service contracts.
• Commercial awareness, including quotations, budgets and service margins.
• Strong organisational and planning skills.
• Excellent communication and customer-facing abilities.
• Ability to manage multiple projects, engineers and customer requirements simultaneously.
• Strong understanding of health & safety and quality within an engineering environment.
• Experience within clean air, isolation, containment, HVAC or controlled environments.
• Experience working with pharmaceutical, life sciences, healthcare, laboratory or other highly regulated industries.
• Engineering qualification or technical background.
• Experience with service management software or ERP systems.
• Experience developing preventative maintenance and service contract strategies.
• Experience with equipment upgrades, modifications and retrofit projects.
• Leadership and team management
• Customer relationship management
• Technical problem solving
• Service planning and resource management
• Contract management
• Health & safety awareness
• Ability to work under pressure and prioritise effectively