Service Manager - Vending

JLB Recruitment Ltd; Enfield; On-site; GBP 42,000 - 52,000; Full time

Job summary

JLB Recruitment Ltd is recruiting for a Service Desk Manager to lead a responsive service desk and a team of field service engineers across client sites. You will drive performance, efficiency and customer satisfaction while coordinating with sales and operations to align service strategy with business goals.

Ideal candidates will have strong leadership, technical understanding of vending/refrigeration systems and experience with service-management software.

Qualifications

• Experience in service management or field operations, preferably in vending or catering equipment.
• Strong technical understanding of vending machines, refrigeration or electromechanical systems.
• Proven ability to manage technical teams across multiple sites.
• Experience with service management software and client-facing roles.
• Excellent leadership, organisation and communication skills.

Responsibilities

• Own the service desk - lead a responsive team handling client requests, breakdowns and maintenance queries.
• Lead, coach and schedule a team of field service engineers to hit SLAs.
• Track response times, first-time fix rates and downtime; turn insights into improvements.
• Create preventive and corrective maintenance schedules to keep machines running.
• Manage spare parts flow, balancing fast repairs with lean stockholding.
• Be the go-to person for escalated client issues and resolve them confidently.
• Refine processes to help the team consistently deliver excellent service.
• Partner with sales and operations to align service strategy with business direction.
• Report on performance, productivity and client feedback to drive improvements.
• Champion health and safety standards across the team daily.

Tools

MS Office Suite

Job description

What you'll do

• Own the service desk - leading a responsive team that handles client requests, breakdowns, and maintenance queries quickly and professionally.
• Lead, coach, and schedule a team of field service engineers, keeping them motivated and on track to hit SLAs.
• Dig into the numbers - track response times, first-time fix rates, and downtime, then turn insights into real improvements.
• Build smart preventive and corrective maintenance schedules that keep machines running and clients happy.
• Keep spare parts flowing efficiently, balancing fast repairs with lean stockholding.
• Be the go-to person for escalated client issues, resolving them with confidence and care.
• Create and refine the processes that help your team deliver consistently excellent service.
• Partner closely with sales and operations to keep service strategy aligned with where the business is heading.
• Report on performance, productivity, and client feedback - and use it to keep raising the bar.
• Champion health and safety standards across the team, every day.

What you'll bring

• Proven experience in a service management or field operations role - vending, catering equipment, or similar industries preferred.
• Solid technical understanding of vending machines, refrigeration units, or electromechanical systems.
• A track record of managing technical teams and coordinating service across multiple sites.
• Confident with service management software and the MS Office Suite.
• Strong leadership, organisation, and communication skills - you can rally a team and win over a room.
• Confident presenting to senior management and clients alike.
• A calm head under pressure and the ability to juggle competing priorities.
• A full, valid driving licence - you'll be visiting client sites from time to time