UK Service Manager

1 week ago

Waterlooville, Hampshire, United Kingdom Caron Scientific Full time £40,000 - £80,000 per year

Description
As a Field Service Manager, you will lead and develop a team of Field Service Engineers responsible for delivering, installing, maintaining, and repairing equipment used in a laboratory environment. In this role, you will drive customer satisfaction, team development, process optimisation, and business growth while ensuring quality.

Key Responsibilities

  • Lead, recruit, motivate, and develop a team of Field Service Engineers.
  • Build technical expertise and capability through structured training, mentoring, and individual development plans.
  • Foster a customer-centric culture and energise the team to achieve goals.
  • Oversee end-to-end field service delivery, including installations, preventative maintenance, and repair services.
  • Manage escalations, prioritize resources, and ensure timely, accurate resolution of customer issues.
  • Facilitate team meetings, share best practices, and continuously improve service workflows.
  • Ensure quality system procedures and standards are adhered to at all times.
  • Partner with commercial teams to identify new service opportunities and deliver profitable solutions.
  • Support service revenue growth, ensuring KPIs such as revenue, response/repair time, and customer satisfaction are achieved.
  • Ensure all service activities meet safety standards, regulatory requirements, and company policies.
  • Promote a culture of safety and wellbeing within the team.
  • Drive P&L performance in line with plan/budgetary requirements.
  • Partner with sales and service leadership to align service strategies with business objectives.

Qualifications
Qualifications & Experience

  • Requires 4+ years of experience in a service environment, including leading a team.
  • Demonstrated success in growing service revenue and achieving operational targets.
  • Experience working in a global organisation preferred.
  • Strong customer communication and interpersonal skills.
  • Proven ability to build and lead high-performance teams.
  • Analytical, problem-solving mindset with a focus on process improvement.
  • Excellent written, oral, and presentation skills.
  • Proficiency in Microsoft Office (PowerPoint, Word, Excel).

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