Service Team Manager - Norwich

Toyota Material Handling Romania; Norwich; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Competitive salary and commission

Attractive company pension

Company vehicle

Fuel card

Company sick pay

Voluntary critical illness cover

Free eye tests

Free flu jabs

24/7 Employee Assistance Programme

Benefits platform with instantDiscount

Job summary

Toyota Material Handling UK is seeking a Service Team Manager to lead a team of field-based technicians, delivering industry-leading customer service across your region. You will coach, support, and drive performance while upholding safety and service standards.

The role focuses on people development, customer relationships, and continuous improvement, with strong emphasis on KPIs such as productivity, first-time fix rates, and customer satisfaction.

Qualifications

• Previous experience leading or supervising a team within a service, engineering, or aftersales environment.
• Strong customer service and relationship management skills.
• Technical experience with forklift trucks, materials handling equipment, or related industry.
• Excellent communication and people management skills.
• Proactive, results-driven, able to coach and develop others; full UK driving licence.

Responsibilities

• Lead, coach, and support a team of service technicians, promoting a high-performance and customer-focused culture.
• Manage customer relationships across your region, ensuring a professional and responsive service is delivered at all times.
• Conduct regular performance reviews, one-to-ones, and development discussions with your team.
• Monitor and improve key performance indicators: productivity, utilisation, customer satisfaction, and first-time fix rates.
• Support technicians with technical and operational challenges, providing guidance and expertise where required.
• Carry out technician duties and attend customer sites as needed to support business demands.
• Work closely with internal departments to ensure effective communication and service delivery.
• Manage and resolve customer concerns promptly and professionally.
• Promote and maintain high standards of health, safety, and compliance across the team.
• Identify opportunities for continuous improvement and implement best practices within your region.

Skills

Leadership

Customer service

Technical forklift knowledge

Communication

People management

Driving licence

Job description

We are looking for a Service Team Manager to lead, motivate and support a team of field-based technicians, ensuring the delivery of industry-leading customer service across your region.

This is an exciting opportunity for a customer-focused leader with a strong technical background who is passionate about developing people, building customer relationships, and driving operational performance.

About the Role:

As a Service Team Manager, you will be responsible for leading a team of technicians to deliver exceptional service to our customers. You will provide day-to-day support, coaching, and guidance while ensuring service standards, safety, and performance targets are consistently achieved.

On a day-to-day basis, you will:

• Lead, coach, and support a team of service technicians, promoting a high-performance and customer-focused culture.
• Manage customer relationships across your region, ensuring a professional and responsive service is delivered at all times.
• Conduct regular performance reviews, one-to-ones, and development discussions with your team.
• Monitor and improve key performance indicators, including productivity, utilisation, customer satisfaction, and first-time fix rates.
• Support technicians with technical and operational challenges, providing guidance and expertise where required.
• Carry out technician duties and attend customer sites as needed to support business demands.
• Work closely with internal departments to ensure effective communication and service delivery.
• Manage and resolve customer concerns promptly and professionally.
• Promote and maintain high standards of health, safety, and compliance across the team.
• Identify opportunities for continuous improvement and implement best practices within your region.

We are looking for someone who has knowledge of service operations and providing excellent customer service.

Here is a quick tick list for the other skills we are looking for:

• Previous experience leading or supervising a team within a service, engineering, or aftersales environment.
• Strong customer service and relationship management skills.
• Technical experience within forklift trucks, materials handling equipment, plant, automotive, agricultural, construction equipment, or a similar industry.
• Excellent communication and people management skills.
• Ability to coach, motivate, and develop others. Strong organisational and problem-solving abilities.
• A proactive and results-driven approach. Full UK driving licence.

What we offer:

• Competitive salary and commission
• Attractive company pension
• Company vehicle
• Fuel card
• Company sick pay
• Voluntary critical illness cover
• Free eye tests
• Free flu jabs
• 24/7 Employee Assistance Programme
• Benefits platform with instant discounts and offer

Why choose Toyota?

Toyota Material Handling is the world’s number one manufacturer of materials handling equipment providing quality sales and service support across the UK.

We foster a culture where our team members are encouraged to continually improve their processes and strive to provide the highest quality in service for our customers. We aim to create a safe environment where our team members feel valued, fulfilled, engaged and happy. We want to attract the best talent and develop our team so that they achieve their full potential.

Our commitment is to read each application carefully, however due to the high volume of applications we receive regrettably only those selected for an interview will be contacted.

Toyota Material Handling UK is an equal opportunities employer.