Site Services Lead — Engineering, Projects & Customer Care

ACS Performance Ltd; Crawley; On-site; GBP 60,000 - 85,000; Full time

Job summary

ACS Performance Ltd in Crawley, West Sussex, is seeking an experienced Site Services Manager to lead a busy site services function within an engineering-led business.

You will combine technical management, customer account management, team leadership and project delivery, overseeing repairs and warranty activity, managing relationships and identifying improvement opportunities to drive performance and growth.

Qualifications

• Experience in engineering/technical services, maintenance, facilities or field-based roles.
• Proven experience leading technical teams or supervisors.
• Strong understanding of repairs, maintenance and warranty management.
• Ability to read technical documentation, drawings and specifications.
• Experience investigating equipment failures and root cause analysis.
• Strong customer-facing and problem-solving skills.
• Good commercial awareness and ability to spot business opportunities.
• Project management and organisational skills.
• Excellent communication and stakeholder management.
• Proactive, solutions-focused approach.
• Full UK driving licence and willing to travel to customer sites.

Responsibilities

• Lead and manage the Repairs team, including performance reviews, one-to-ones, training and development.
• Manage escalated customer issues and ensure effective and professional resolutions.
• Build and maintain relationships with key customer accounts.
• Conduct customer site visits to review performance and identify improvement opportunities.
• Lead customer care meetings, reviewing KPIs, service performance and response commitments.
• Monitor warranty claims, equipment failures and associated costs.
• Investigate recurring technical issues and support root cause analysis.
• Work with Quality, Maintenance and Technical teams to improve equipment reliability and performance.
• Review engineering reports and customer feedback to identify areas for improvement.
• Provide feedback on field engineer performance, technical competency and training requirements.
• Manage repair, refurbishment, upgrade and customer improvement projects.
• Coordinate customers, engineers, suppliers and subcontractors to ensure projects are delivered safely, on time and within budget.
• Identify opportunities for additional repairs, upgrades, projects and service work.
• Support business development activity, including site surveys, quotations and proposals.
• Monitor repair and warranty expenditure and support invoicing and revenue recovery.
• Contribute to pricing reviews, commercial decisions and contract profitability.

Skills

Customer-facing

Project management

Stakeholder management

Root cause analysis

Communication

Job description

ACS Performance Ltd in Crawley, West Sussex, is seeking an experienced Site Services Manager to lead a busy site services function within an engineering-led business.

You will combine technical management, customer account management, team leadership and project delivery, overseeing repairs and warranty activity, managing relationships and identifying improvement opportunities to drive performance and growth.