Service Manager

Service Manager – Germany

Hamburg | €85,000 + package

We’re partnering with a global medical device organisation to appoint a Service Manager to lead its established service operation in Germany.

This is a leadership and operational role, not a hands-on engineering position . You’ll take responsibility for an experienced team of Field Service Engineers and Service Administration, ensuring the function operates efficiently while creating structure, accountability and a strong team culture.

It’s an opportunity for someone who enjoys leading from the front, developing people and improving processes , while building strong relationships with an established team.

The role

You’ll oversee the day-to-day service operation, including:

• Leading and developing the Field Service Engineering and Service Administration teams
• Managing engineer utilisation, workload and fair allocation of service activity
• Providing visible, hands-on leadership and building strong rapport across the team
• Creating a positive, collaborative culture with clear expectations and accountability
• Acting as the key point of escalation for customer and operational issues
• Having constructive and sometimes difficult conversations when required
• Overseeing service administration, including estimates, workflow and invoicing
• Identifying opportunities to improve processes, efficiency and the overall customer experience
• Working closely with senior leadership and escalating key operational issues where appropriate
• Spending time with both administrators and engineers to understand the end-to-end service process
• Getting to know the team individually, understanding what motivates them and helping them perform at their best

What we’re looking for

We’re looking for a strong, credible and approachable people leader who can build trust while providing clear direction.

You’ll ideally bring:

• Previous leadership experience within field service, technical service or service operations
• Experience within medical devices, capital equipment, electronics, manufacturing or another technical/service-led industry
• Experience managing Field Service Engineers and/or technical teams
• Strong understanding of service operations, including utilisation, scheduling, customer escalation and administration
• A lead-from-the-front leadership style , with the ability to build rapport and maintain a positive team culture
• Confidence setting expectations, providing feedback and navigating difficult conversations when needed
• The initiative and drive to identify improvements rather than simply accepting existing ways of working
• Strong customer focus and the ability to manage escalations professionally
• Fluent German and English

This role requires someone who will be visible and present with the Hamburg-based team , particularly while getting to know the people and understanding how the operation currently works.

If you’re a Service Manager who combines strong people leadership, emotional intelligence and operational discipline , and you enjoy bringing people together to create a high-performing service function, I’d love to hear from you.