Service Manager – Construction Plant

Role Purpose

Reporting directly to the senior management team, you will be responsible for the efficient operation of the service department. This role involves managing service staff, maintaining strong customer relationships, and ensuring departmental profitability, while facilitating effective communication between management, customers, and technicians.

Key Responsibilities

• Oversee and manage the day-to-day operations of the service department
• Direct, mentor, and supervise the work of service technicians
• Maintain effective communication with customers, ensuring high levels of service and satisfaction
• Monitor departmental performance, including profit/loss, KPIs, and warranty compliance
• Manage staff matters confidently, in line with company procedures
• Organise workflow and allocate resources efficiently to meet departmental goals
• Proactively identify and solve operational challenges
• Communicate effectively with all levels of the business
• Maintain discretion when handling confidential information
• Set realistic expectations with customers and manage service delivery commitments
• Work autonomously and use initiative to drive continuous improvement
• Maintain a professional appearance and ensure a safe, organised working environment

Skills & Experience Required

• Strong knowledge of the construction engineering sector; familiarity with brands such as Merlo, Hyundai, Bomag, Thwaites, or equivalent is advantageous
• Previous experience in a management or supervisory role within a busy service environment
• Proven ability to lead, motivate, and mentor a technical team
• Experience managing departmental KPIs, budgets, and warranty systems
• Excellent verbal and written communication skills, including dealing diplomatically with customers under pressure
• Highly organised with the ability to multitask efficiently
• Proactive, methodical approach to problem-solving
• Ability to maintain confidentiality and act with discretion
• Strong interpersonal skills and the ability to work independently
• Good general level of health and fitness for a customer-facing role
• Professional appearance and presentation

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