Service Manager
Location: Belfast, Northern Ireland
Role Overview
The Service Manager (SM) is a Calibration Engineer, while also taking ownership of the branch. The SM supports daily operations, customer relations and reporting. This role is highly execution-focused and requires strong attention to detail, organization, and responsiveness.
The SM works closely with customers, engineers, and internal teams to ensure certificates are correct and on-time and costing is accurate. This role is critical to delivering an exceptional branch performance and delighting our customers.
Key Responsibilities
Customer Support & Communication
- Conduct calibration engineering activities
- Support with customer requests, taking the lead on technical inquiries
- Respond to customers quickly and professionally
- Generation of risk assessments
- Visit sites to generate new business
- First contact for new calibration sales, develop calibration schedule & provide quote
Financial Management
- Generate quotes for hardware sales and source equipment
Certificate Review & Quality Control
- Resolve certificate quality issues, predominantly mis-type certificates
Operational & Administrative Support
- Own branch KPIs, taking action when metrics are off track
- Maintenance of QMS, writing calibration SOPs
- Maintain test equipment register
- Organize and send equipment for calibration, manage logistics until returned
- Check and upload received calibration certificates to system folder and update calibration schedule
- Check all calibration solutions and order when needed
- Ensure audit readiness and host auditors
What Success Looks Like
- KPIs around safety, quality and delivery remain on target
- Certificates are clean, complete, and delivered promptly
- Revenue is accurately forecasted and better than prior year
- Customer relationships are maintained
- Tasks are completed without follow-up or reminders
- ISO audits are passed
Qualifications & Skills
Core Competencies
- Strong attention to detail and organization
- Ability to manage multiple tasks and priorities
- Clear and professional communication skills
- Strong sense of ownership and follow-through
- Ability to work in a fast-paced, execution-focused environment
Technical Skills
- Trained calibration engineer
- Proficiency in Microsoft Excel and Office tools
- Comfortable learning new systems
Experience
- Experience in calibration engineering and/or operations
Work Environment & Expectations
- Fast-paced, detail-oriented environment
- High standards for responsiveness, accuracy, and accountability
- Team-oriented with close collaboration across functions
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