Service Manager

Talent Finder; Rochdale; On-site; GBP 54,000 - 66,000; Full time

Benefits offered by this job

Performance-related bonus

Pension contribution 4%, rising to 6%

Opportunity to shape and grow the team

Job summary

Talent Finder is seeking a Service Manager to lead a nationwide team of 15 field engineers and office staff. The role focuses on driving service excellence, maintaining client relationships, and delivering against SLAs both in the UK and overseas.

The successful candidate will have a strong engineering background, proven leadership, and the ability to analyse performance data to drive improvements. Hybrid or office-based arrangements available.

Qualifications

• Proven experience in a Service Manager or similar leadership role within an engineering environment.
• Strong interpersonal and communication skills, confident in dealing with customers.
• Experience overseeing field-based engineering teams and delivering service excellence.

Responsibilities

• Lead, manage, and develop the Service Department.
• Maintain strong relationships with customers, ensuring satisfaction and repeat business.
• Ensure contractual 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

Leadership

Team management

Customer relations

Driving licence

Planning & organisation

Commercial awareness

Process improvement

Performance data analysis

MS Office

Tools

Microsoft Office

Job description

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
• 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