Technical Manager / Service Manager
We're looking for a hands‑on Technical Manager / Service Manager to lead and elevate our Field Service and Technical Support function. This is a key leadership role responsible for driving performance, improving service delivery and ensuring an exceptional customer experience. You'll manage a team of Field Service Engineers, take ownership of day‑to‑day operations, and act as the escalation point for complex technical issues – combining strong leadership with real technical expertise.
Responsibilities
* Lead, coach and develop a large team of nationwide Field Service Engineers, driving performance and accountability
* Own day‑to‑day service operations, ensuring SLA delivery, efficiency and high customer satisfaction
* Manage technical escalations, resolving complex issues quickly and professionally
* Oversee installation projects nationwide, ensuring deadlines and installation targets are met
* Allocate workloads and prioritise jobs to maximise responsiveness and uptime
* Identify trends, recurring issues and opportunities for continuous improvement
* Work closely with customers and internal stakeholders to deliver a best‑in‑class service
* Deliver training and upskilling across the team
* Track performance metrics and use data to improve service delivery
Qualifications
* Proven experience in field service engineering, with demonstrable leadership experience
* Commercially aware, customer‑focused and solutions‑driven
* Confident managing escalations and high‑pressure situations
* Strong organisational, communication and problem‑solving skills
* Experience with service systems (CRM/ERP) and performance reporting
* Engineering degree or equivalent (Electrical/Mechanical preferred)
Compensation & Benefits
* Salary: £50-60000 Basic
* Based in Worcester with occasional travel to sites
* Car / Allowance
* Company Bonuses
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