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Service Manager - UK
At Leybold N&E we pride ourselves on delivering first-class service to our clients. We are currently seeking a dynamic and dedicated Service Manager to join our team and drive our service delivery to new heights in the UK. The role will be based at our Chessington site with frequent travel to other areas in the UK.
Role Overview:
As the Service Manager, your mission is to lead with purpose, drive excellence, and foster a culture of customer-centric service. You’ll elevate performance, enhance customer satisfaction, and contribute to overall profitability by effectively developing and managing both the in-house and field service teams. Your success directly impacts service sales, making a difference for our clients and our company.
Main responsibilities:
Resource planning;
1. Coordinate resources at the Chessington Service Centre for service jobs based on customer requirements.
2. Implement effective service planning, review performance standards, and create improvement programs.
3. Ensure timely and accurate invoice processing, employee time tracking, parts orders, service plan completions, quotes, and customer follow-up.
People management
4. Manage a team of 10-13 employees (including field service engineers, in-house mechanics,) to meet service plan and maintenance goals.
5. Make consistent decisions aligned with leadership, integrity, quality, urgency, and teamwork.
6. Develop and manage the team’s technical and interpersonal skills for future growth.
7. Ensure team members engage in learning through the Learning Link platform.
8. Recruit and train new staff as needed.
9. Arrange practical equipment and service training.
10. Hold continuous 1-1 dialogues with the team to maximize their potential.
Service Sales support
11. Promote Customer-Centric Culture: As the “face to the customer,” actively advocate for service and equipment sales within the Service team.
12. Collaborate with Sales: Work closely with service sales to understand customer needs and identify ways Leybold Services can provide support.
13. Innovate Services: Contribute to the development of new services for clients.
14. Effective Customer Response: Handle customer complaints and repair cost reimbursement requests efficiently.
Other duties
15. Annual Service Budget and Cost Control: Responsible for establishing the annual service budget, monitoring costs and maintaining equipment and stock levels within the service departments. Regularly update and replace as needed.
16. Collaboration with Internal Customers: Foster a supportive and productive relationship with internal stakeholders, aligning efforts with the company’s overall goals rather than focusing solely on individual departments.
17. Health and Safety Management (UK): Oversee health and safety processes in the United Kingdom, ensuring compliance and promoting a safe working environment.
To succeed you will need:
18. Relevant degree in engineering or any other technical education
19. Professional background in Mechanics/ Systems /Machine tools/ Electronics or Mechatronics
20. Proven capacity to manage customer expectations
21. Understanding of how to lead and manage business through relevant KPI
22. People management is of the essence and essential
23. Excellent communication style to explain expectations, make decisions understandable and positively influence team
24. Use knowledge of the business to guide decisions and help others understand their contribution and the bigger picture
25. Encourage team members to innovative ideas and solutions, as well as sharing of lessons learned and best practices
26. Willingness to travel mainly within the assigned territory as well as other global locations when required
27. Based in the office in Chessington (when not travelling)
In return we will offer:
28. Interesting work – no two days will be the same
29. A friendly, family-like atmosphere with a great team of people
30. Plenty of opportunities to grow and develop
31. A culture known for respectful interaction, ethical behaviour and integrity
32. Potential to see your ideas realized and to make an impact
33. New challenges and new things to learn every day
34. Access to global job opportunities, as part of the Atlas Copco Group
35. An excellent remuneration & benefits package
36. Flexibility
37. A workplace for everyone – at Leybold we know that diversity and inclusion help us understand our customers needs and strengthen employee motivation, productivity, innovation and results.