Service Manager

Dunphy Combustion Limited; Rochdale; On-site; GBP 40,000 - 60,000; Full time

Job summary

Dunphy Combustion Limited invites applications for a Service Manager position in Rochdale, England. This is a unique opportunity to lead a service department focused on delivering exceptional customer support across the UK and internationally. The chosen candidate will be responsible for managing service operations, delivering key performance indicators, and ensuring compliance with Health & Safety standards, with a strong emphasis on customer satisfaction and team management.

Qualifications

• Proven experience in a Service Manager or similar leadership role within an engineering environment.
• Strong engineering background, with burners and boilers experience advantageous but not essential.
• Demonstrable experience managing field-based engineering teams.

Responsibilities

• Leading, managing and developing the Service Department.
• Maintaining strong relationships with customers, ensuring satisfaction and repeat business.
• Ensuring contractual Service Level Agreements (SLAs) are achieved and reported.

Skills

Interpersonal and communication skills

Organisational and planning skills

Leadership skills

Commercial awareness

Proficiency in Microsoft Office

Job description

Salary and benefits commensurate with experience

A position has arisen for a Service Manager. This is a fantastic opportunity to join a world‑class engineering company leading an established Service Department that supports blue‑chip customers across the UK and overseas. With a team of 15 field‑based Service Engineers and additional office‑based administrative staff, this role offers the chance to shape and grow an important part of the business.

In this role you will play an integral part in the company’s service operations, taking responsibility for leading and developing the Service Department, overseeing service delivery and performance, and ensuring a high standard of support is provided to customers nationally and internationally.

Responsibilities

• Leading, managing and developing the Service Department
• Maintaining strong relationships with customers, ensuring satisfaction and repeat business
• Ensuring contractual Service Level Agreements (SLAs) are achieved and reported
• Overseeing the planning, allocation and coordination of service activities across the UK and overseas
• Supporting and guiding engineers and compiling technical quotations for contract customers
• Driving continuous improvement and implementing organisational and process enhancements
• Monitoring service KPIs, including response times, first‑time fix rates, utilisation and customer feedback
• Ensuring accurate and timely completion of service documentation
• Managing departmental resources, workforce planning and skills development
• Playing a key role in growing service contracts and the department
• Ensuring compliance with Health & Safety, Quality and Environmental standards
• Chairing departmental meetings and maintaining clear communication between field and office teams
• Identifying risks, issues and opportunities and implementing mitigation strategies
• Managing escalations and resolving complex customer issues efficiently

Requirements

• Proven experience in a Service Manager or similar leadership role within an engineering environment
• Strong engineering background, with burners and boilers experience advantageous but not essential
• Demonstrable experience managing field‑based engineering teams
• Full UK driving licence
• Excellent interpersonal and communication skills, with confidence in dealing with customers
• Strong organisational and planning skills with the ability to manage competing priorities
• Commercial awareness and experience supporting contract‑based customers
• Experience improving processes, systems and departmental performance
• Ability to analyse performance data and drive improvements
• Leadership skills to motivate, develop and retain staff
• Proficiency in Microsoft Office applications
• Flexible and adaptable approach