Service Manager

Overview

Ernest Doe & Sons is a long-established, family-run business with over 100 years of experience supplying agricultural, construction, and groundcare machinery across the South and East of England. With a proud heritage dating back to 1898, we have built a strong reputation for providing quality products, expert advice, and exceptional customer service. Our philosophy is simple: To supply the best products and then to support them with the service facilities and expertise to keep them running perfectly.

We are looking for an experienced and organised Service Manager to lead our busy Service Department, supporting both agricultural and horticultural machinery customers.

This is a key leadership role responsible for the efficient running of the workshop, managing technicians, maintaining excellent customer relationships, and ensuring the department operates profitably while delivering the highest levels of service. Reporting directly to the Branch Manager, you will take full responsibility for the day-to-day operation of the Service Department.

Responsibilities

Your responsibilities will include:

• Managing and organising the Service Department to ensure efficient workflow and high productivity
• Directing, mentoring, and supporting workshop technicians
• Maintaining effective communication between management, technicians, and customers
• Managing customer relationships and ensuring excellent service delivery
• Monitoring departmental performance including profitability and KPI targets
• Ensuring warranty work is processed in line with manufacturer requirements
• Overseeing service scheduling and workshop capacity
• Handling customer queries professionally, particularly during busy periods
• Ensuring service standards, safety procedures, and company policies are consistently followed
• Strong knowledge of the agricultural engineering sector
• Experience with CNH products, particularly New Holland and Case equipment, would be highly advantageous
• Previous management or supervisory experience within a service environment is desirable
• Understanding of profit & loss management, KPI targets, and manufacturer warranty systems
• Excellent communication skills with the ability to deal diplomatically with customers
• Highly organised with the ability to multitask and prioritise effectively
• Confident handling staff matters in line with company procedures
• Proactive and methodical approach to problem solving
• Ability to communicate effectively at all levels of the business
• Discretion when dealing with confidential matters
• Ability to manage customer expectations without overcommitting
• Self-motivated and capable of working on your own initiative
• Good level of health and fitness
• Smart and professional appearance in a customer-facing role

Additional Information

Start Date: Immediate

Location: Littleport, Cambridgeshire, CB6 1SE

Hours: 42.5 hours per week – 8am to 5.30pm Monday to Friday (1-hour unpaid lunch). Additional hours may be required to include alternate Saturdays and peak times e.g. harvest

Contract: Permanent, Full Time, Salaried

Salary: £Competitive - dependent on experience plus company vehicle and profit-related bonus

Rewards: 32 days annual leave including bank holidays, Company Sick Pay Scheme, Workplace Pension, Employee Referral Bonus Scheme, Winter Flu Jab Service, Wellbeing Focus Group, Staff Discount in Country Stores and Life Assurance Cover (2 x salary)

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