Service Manager

Lead Our Service Operations Team

Global Machinery Solutions is seeking an experienced and motivated Service Manager to lead our field and workshop engineering teams while delivering exceptional customer service across our operations. This is an exciting opportunity for a strong people leader with a passion for operational excellence, customer satisfaction, and continuous improvement.

As Service Manager, you will be responsible for overseeing the day-to-day management of service operations, ensuring the efficient deployment of resources, achievement of key performance targets, and delivery of outstanding service to our customers. [Service Ma...r - Global | Word]

Key Responsibilities

• Lead and manage a team of field engineers, workshop engineers, and service support staff.
• Ensure customers receive a responsive, reliable, and high-quality service experience.
• Develop and coach team members to exceed customer expectations and business objectives.
• Monitor team performance against key operational and financial targets.
• Resolve customer complaints promptly and implement preventative solutions.
• Manage service dispatch operations and coordinate engineering resources effectively.
• Oversee service productivity, work-in-progress, disputes, invoicing, and parts returns.
• Build and maintain strong relationships with key customers through regular site visits and review meetings.
• Identify and manage potential problem jobs before they impact customer satisfaction.
• Support Health & Safety compliance through risk assessments and safe systems of work.
• Drive employee engagement and continuous improvement across the service function.
• Provide cover for Service Control during periods of holiday and absence. [Service Ma...r - Global | Word]

What We're Looking For

The successful candidate will demonstrate:

• Proven experience in a Service Management, Engineering Management, or Aftersales leadership role.
• Strong leadership, coaching, and team development skills.
• Excellent communication and customer relationship management abilities.
• Strong organisational and time management skills.
• Effective problem-solving, decision-making, and negotiation capabilities.
• Good technical understanding of machinery, equipment, or engineering services.
• Strong IT skills, including Microsoft Office 365 (experience with IBCOS GOLD advantageous).
• A thorough understanding of Health & Safety requirements and best practices.
• The ability to manage multiple priorities in a fast-paced operational environment. [Service Ma...r - Global | Word]

Key Performance Measures

The role will be measured against several key business objectives, including:

• Customer satisfaction
• Service response times
• Service work-in-progress below 30 days
• Employee engagement
• Productivity and utilisation targets
• Warranty recovery
• Health & Safety performance
• Aftermarket growth
• Service Group KPIs including:
• Reworks below 1.5%
• Travel below 20%
• Team utilisation above 80%
• Team productivity at 100%
• Warranty recovery at 100% cost recovery [Service Ma...r - Global | Word]

Why Join Global Machinery Solutions?

At Global Machinery Solutions, you'll be joining a business that values customer service, teamwork, operational excellence, and employee development. This role provides an opportunity to make a significant impact by leading a skilled team, improving customer outcomes, and contributing to the continued growth of our aftermarket service business. [Service Ma...r - Global | Word]

Apply Now

If you're an experienced service leader with a passion for developing people, improving performance, and delivering exceptional customer experiences, we'd love to hear from you.

Apply today and help drive service excellence at Global Machinery Solutions.

Pay: From £45,000.00 per year

Ability to commute/relocate:

• Long Bennington NG23: reliably commute or plan to relocate before starting work (preferred)

Education:

• A-Level or equivalent (preferred)

Willingness to travel:

• 50% (preferred)

Work Location: In person