Service manager - Bury St Edmunds

Kemp Recruitment Ltd; Bury St Edmunds; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Company vehicle or car allowance

Job summary

Kemp Recruitment Ltd is seeking a Regional Service Manager for Materials Handling Equipment to lead the regional service operation across Suffolk, Cambridgeshire and Norfolk. You will oversee field and workshop teams, ensuring efficient maintenance, repairs, inspections and breakdown support while focusing on performance and customer satisfaction.

The role emphasizes leadership, coaching, and continuous improvement with a strong health & safety emphasis and a drive to meet KPIs and commercial

Qualifications

• Minimum 5 years' experience in service management (forklift/MHE/plant/equipment).
• Proven experience managing field service engineers.
• Strong leadership and people management skills.
• Experience managing customer service contracts.
• Good commercial and financial awareness.
• Strong health & safety understanding.
• A relevant technical engineering qualification.
• IOSH or NEBOSH Health & Safety qualification.
• Experience using service management systems and telematics platforms.
• Excellent communication, organisational and problem-solving skills.
• Proactive approach to improving service performance and customer satisfaction.

Responsibilities

• Lead and manage all regional service activities.
• Oversee field service engineers and workshop operations.
• Ensure maintenance, repair, inspection and breakdown work is delivered efficiently and professionally.
• Monitor engineer productivity, utilisation, first-time fix rates and response times.
• Manage service planning, scheduling and resource allocation.
• Develop, motivate and retain a high-performing engineering team.
• Conduct performance reviews, coaching sessions and team meetings.
• Identify training and development requirements.
• Manage customer service contracts and maintain strong customer relationships.
• Ensure compliance with health & safety requirements and audits.

Skills

Leadership

People management

Health & safety

Communication

Problem solving

Training & development

Organisational skills

Contract management

Customer service

Education

Engineering qualification

IOSH or NEBOSH certification

Tools

Service management systems

Telematics platforms

Job description

Job title: Regional Service Manager – Materials Handling Equipment (MHE)

Location: Suffolk / Cambridgeshire / Norfolk

Salary: Competitive salary – dependent on experience

A well-established Materials Handling Equipment (MHE) company is looking for an experienced Regional Service Manager to lead and develop its regional service operation across Suffolk, Cambridgeshire and Norfolk.Reporting to the National Service Manager, you will be responsible for overseeing field and workshop engineering teams, ensuring the efficient delivery of maintenance, repairs, inspections and breakdown services.This is a key leadership role, focused on service excellence, engineer performance, customer satisfaction, health & safety and continuous improvement. You will be responsible for developing a high-performing service team, managing resources effectively and delivering against agreed KPIs.

Daily responsibilities

• Lead and manage all regional service activities.
• Oversee field service engineers and workshop operations.
• Ensure maintenance, repair, inspection and breakdown work is delivered efficiently and professionally.
• Monitor engineer productivity, utilisation, first-time fix rates and response times.
• Manage service planning, scheduling and resource allocation.
• Develop, motivate and retain a high-performing engineering team.
• Conduct performance reviews, coaching sessions and team meetings.
• Identify training and development requirements.
• Manage customer service contracts and maintain strong customer relationships.
• Ensure compliance with company and statutory health & safety requirements.
• Conduct regular audits and site inspections.
• Ensure engineers maintain the required qualifications, certifications and training.
• Investigate accidents, incidents and near misses and implement corrective actions.
• Drive continuous improvement across the regional service operation.
• Work to agreed KPIs and commercial targets.

Experience you will need

• Minimum 5 years' experience in service management (within the forklift, MHE, plant, agricultural, construction equipment environment)
• Proven experience managing field service engineers.
• Strong leadership and people management skills.
• Experience managing customer service contracts.
• Good commercial and financial awareness.
• Strong understanding of health & safety legislation.
• A relevant technical engineering qualification.
• IOSH or NEBOSH Health & Safety qualification.
• Experience using service management systems and telematics platforms.
• Excellent communication, organisational and problem-solving skills.
• A proactive approach to improving service performance and customer satisfaction.

Package

• Hours: Monday to Friday, with flexible working hours between 07:00 and 18:00 (40hrs)
• 24 days' holiday + 8 statutory bank holidays
• Statutory pension contribution
• Ongoing training and development opportunities
• Career progression opportunities
• Company vehicle or car allowance