Service Manager

Dunphy Combustion Ltd; Rochdale; On-site; GBP 36,000 - 60,000; Full time

Benefits offered by this job

Company car

Pension contribution 4% rising to 6%

25 days holiday plus bank holidays

Performance-related bonus

Job summary

Dunphy Combustion Ltd in Rochdale, Greater Manchester, is seeking a Service Manager to lead and develop its established Service Department. With a team of 15 field-based Service Engineers across the UK, the role focuses on delivering world-class service to blue-chip customers nationally and internationally.

You will drive performance, manage resources, and shape the department while upholding Health & Safety, quality standards, and customer satisfaction.

Qualifications

• Proven experience in a Service Manager or similar leadership role within an engineering environment.
• Strong engineering background preferred (burners and boilers advantageous).
• Experience managing field-based engineering teams.
• Full UK driving licence.
• Excellent interpersonal and communication skills.
• Strong organisational and planning skills.
• Commercial awareness and experience supporting contract-based customers.
• Experience improving processes and departmental performance.
• Ability to analyse performance data and drive improvements.
• Leadership to motivate, develop, and retain staff.

Responsibilities

• Lead, manage, and develop the Service Department.
• Maintain strong relationships with customers, ensuring satisfaction and repeat business.
• Ensure SLAs are achieved and reported.
• Oversee planning, allocation, and coordination of service activities across the UK and overseas.
• Support and guide engineers and compile technical quotations for contract customers.
• Drive continuous improvement and implement organisational/process enhancements.
• Monitor service KPIs, including response times, first-time fix rates, utilisation, and customer feedback.
• Ensure accurate and timely completion of service documentation.
• Manage departmental resources, workforce planning, and skills development.
• Play a key role in growing service contracts and the department.
• Ensure compliance with Health & Safety, Quality, and Environmental standards.
• Chair departmental meetings and maintain clear communication between field and office teams.
• Identify risks, issues, and opportunities, implementing mitigation strategies.
• Manage escalations and resolve complex customer issues efficiently.

Skills

Service management

Leadership

Customer relationships

Planning and organisation

Data analysis

Commercial awareness

MS Office

Tools

Microsoft Office

Job description

Service Manager

Rochdale, Greater Manchester | Full Time | Up to £60,000 per annum plus performance-related bonus

Ready to lead a team that delivers world-class service?

A world-class, ISO 9001-certified market leader in manufacturing automatic combustion equipment is seeking a Service Manager to lead and develop its established Service Department. With a team of 15 field-based Service Engineers across the UK, plus additional office-based administrative staff, the department supports a broad range of blue-chip customers nationally and internationally.

What's in it for you?

• Lead and develop a nationwide team of Service Engineers and Administrators


• Performance-related bonus


• 25 days holiday plus bank holidays


• Company car


• Pension contribution of 4%, rising to 6% after one year


• Opportunity to shape and grow the Service Department


• Be part of a team that supports high-profile, blue-chip customers across the UK and overseas

Are you the right person for the job?

• Proven experience in a Service Manager or similar leadership role within an engineering environment


• Strong engineering background (burners and boilers advantageous but not essential)


• Demonstrable experience managing field-based engineering teams


• Full UK driving licence


• Excellent interpersonal and communication skills, confident 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


• Proficient in Microsoft Office applications


• Flexible and adaptable approach

What will your role look like?

• Lead, manage, and develop the Service Department


• Maintain strong relationships with customers, ensuring satisfaction and repeat business


• Ensure contractual Service Level Agreements (SLAs) are achieved and reported


• Oversee planning, allocation, and coordination of service activities across the UK and overseas


• Support and guide engineers and compile technical quotations for contract customers


• Drive continuous improvement and implement organisational/process enhancements


• Monitor service KPIs, including response times, first-time fix rates, utilisation, and customer feedback


• Ensure accurate and timely completion of service documentation


• Manage departmental resources, workforce planning, and skills development


• Play a key role in growing service contracts and the department


• Ensure compliance with Health & Safety, Quality, and Environmental standards


• Chair departmental meetings and maintain clear communication between field and office teams


• Identify risks, issues, and opportunities, implementing mitigation strategies


• Manage escalations and resolve complex customer issues efficiently