Service Manager (EC&I)
Remote‑based (UK-wide)
Salary: Experience Dependent + Company car + Bonus + Matched pension up to 10% + Private medical cover
We are seeking an experienced Service Manager to lead and develop a team of Field Service Engineers (EC&I) delivering high‑quality service support to customers within the paper, metals and concrete manufacturing sectors across the UK.
This is a remote‑based leadership role with regular engagement across customer sites and engineering teams. You will be responsible for service performance, people leadership, customer satisfaction and continuous improvement across the service operation.
Key Responsibilities
- Lead, manage and motivate a team of EC&I Field Service Engineers to deliver safe, efficient and high‑quality service support
- Drive service excellence across paper, metals and concrete manufacturing customers throughout the UK
- Own service delivery performance including utilisation, KPIs, response times and contractual commitments
- Recruit, onboard, coach and develop engineers, including performance reviews and skills development
- Ensure compliance with QHSE standards and safe working practices at all times
- Act as the senior point of escalation for service issues, complaints and customer challenges
- Build strong, long‑term relationships with key customer stakeholders and operations teams
- Collaborate with internal stakeholders across service coordination, spares, technical support and project teams
- Identify opportunities to improve service efficiency, customer satisfaction and commercial performance
- Support service growth by identifying opportunities for additional services and contract expansion
Experience & Qualifications
- Proven experience in a Service Manager, Service Operations Manager, or similar leadership role
- Background managing field‑based EC&I, automation, electrical or control systems engineers
- Experience supporting industrial manufacturing environments such as paper, metals, cement or concrete
- Strong knowledge of service delivery, workforce planning, and performance management
- Customer‑focused mindset with experience managing complex service relationships
- Confident communicator with the ability to influence engineers, customers and senior stakeholders
- Commercial awareness and experience working with service contracts and SLAs
- Willingness to travel across the UK as required
- Degree, HNC/HND, apprenticeship or equivalent experience in Electrical, Control & Instrumentation, Automation or related discipline preferred
Benefits
- Competitive salary dependent on experience
- Company car
- Performance‑related bonus
- Matched pension contributions up to 10%
- Private medical cover
- Remote‑based working with flexibility
- Opportunity to lead a highly skilled engineering team within critical industrial sectors
- Long‑term career development within a technically advanced service organisation
For more information on this role, please contact Andy Haddon.
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