Technical Service Manager: Engineering Standards & Escalations

Integral Recruitment Ltd; Morton; On-site; GBP 68,000 - 83,000; Full time

Job summary

Integral Recruitment Ltd in Norwich is seeking an experienced Technical Service Manager to own technical standards, engineering quality and escalation across regions. You will define procedures, install standards, and ensure compliance with manufacturer requirements while safeguarding safety and workmanship across the engineering function.

You will lead the training framework, accreditation processes and continuous improvement, coordinating with Field Service Managers and Regional Leads to

Responsibilities

• Define and maintain service procedures and technical standards.
• Establish and maintain installation standards.
• Ensure compliance with manufacturer requirements.
• Produce and manage technical bulletins.
• Develop and maintain safety protocols.
• Conduct regular reviews of technical standards and SOPs.
• Act as the senior point of escalation for complex technical faults.
• Investigate persistent and repeat technical issues.
• Liaise directly with manufacturers where required.
• Assess and approve non‑standard technical solutions.
• Work closely with Field Service Managers and Regional Technical Leads to resolve technical issues effectively.
• Design and maintain the technical training framework.
• Develop competency sign‑off processes.
• Provide technical support to Regional Technical Leads.
• Oversee senior technician accreditation.
• Monitor training completion and technical competency across the engineering function.
• You will be responsible for monitoring key technical performance indicators, including:
• Technical audit pass rates.
• Warranty rejection rates.
• Reduction in repeat technical faults.li>
• Training completion.
• Safety compliance.
• You will also produce regular technical audit reports covering quality, warranty performance and repeat faults, using the findings to drive continuous improvement.
• The role will work closely with the Field Service Manager and Regional Technical Leads, including weekly technical performance and escalation meetings, quarterly training matrix reviews, and ongoing manufacturer engagement.
• We are looking for a technically strong and experienced engineering professional who can combine hands‑on technical expertise with leadership, structure, and accountability.
• You will be comfortable dealing with complex faults and technical escalations, working with manufacturers, setting technical standards, and developing the capability of engineers through effective training and accreditation.
• Most importantly, you will have the authority and credibility to influence technical standards across the organisation and ensure that safety, quality, and workmanship remain consistently high.
• A client with a fantastic company culture who really do value each and every employee. A family run business with an exceptional growth strategy, led by a passionate, driven, super talented leadership team in which you will play a pivotal role. This is an excellent opportunity for an experienced technical professional to take ownership of technical standards and engineering quality across a multi-region operation, with the opportunity to make a significant impact on technical performance, training, and continuous improvement

Job description

Integral Recruitment Ltd in Norwich is seeking an experienced Technical Service Manager to own technical standards, engineering quality and escalation across regions. You will define procedures, install standards, and ensure compliance with manufacturer requirements while safeguarding safety and workmanship across the engineering function.

You will lead the training framework, accreditation processes and continuous improvement, coordinating with Field Service Managers and Regional Leads to