Service Manager

Overview

Service Manager – Location: Banbury, Oxfordshire

The Role: Our client is seeking an experienced Service Manager to lead their Service Operations Team. Reporting to the Managing Director, you will be responsible for the day-to-day management of their Field Engineering Team and office-based Service Coordinators. This is an excellent opportunity for someone who thrives on improving processes, developing people and driving operational efficiency.

Responsibilities

• Leadership and People Management
  • Line manage and develop a team of 16 field-based Service Engineers
  • Oversee and support 4 Service Coordinators who handle customer communications, job booking and invoicing
  • Conduct regular performance reviews, one-to-ones and team meetings
  • Handle employee relations matters including absence management, disciplinaries and grievances
  • Identify training needs and support professional development across the team
• Operations and Process Improvement
  • Review and streamline service processes to improve efficiency and customer satisfaction
  • Monitor and manage engineer workloads, ensuring optimal scheduling and resource allocation
  • Analyse service data and KPIs to identify trends and drive continuous improvement
  • Ensure service level agreements are met for both direct customers and distribution partners
  • Manage escalated technical and customer service issues
• Quality and Compliance
  • Maintain high standards of service quality and technical accuracy
  • Ensure compliance with health and safety requirements for field operations
  • Work with the team to maintain accurate records and documentation

About You

• Essential
  • Proven experience managing field-based or mobile engineering teams
  • Strong people management skills with experience of performance management and employee relations
  • Track record of process improvement and operational efficiency gains
  • Excellent organisational and prioritisation skills
  • Strong communication skills, both written and verbal
  • Proficient with IT systems and comfortable working with service management software
• Desirable
  • Experience in the automotive industry
  • Technical background in electronics, calibration or diagnostic equipment
  • Experience working with distribution partner relationships

What Our Client Offers

• Salary: £38,000 – £42,000 per annum, depending on experience
• Annual leave: 25 days plus bank holidays
• Working hours: Monday to Thursday 08:30 – 17:00, Friday 08:30 – 16:30
• Office-based role in Banbury with a friendly, supportive team
• Opportunity to make a real impact on a growing business

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