SMT is a leading full‑service distribution company specialising in machinery and trucks. Our focus is on providing equipment for the construction, material handling, recycling and transport industry.
Grade: 15 – Location: Homebased, Birmingham – Contract: Full‑time, permanent.
We are looking for a Service Delivery Manager – Road Equipment to join our team. This role will manage the day‑to‑day operation of the Road Equipment Service Department, supervise and support the Field Service Engineers, ensure the Health & Safety of the service team, coordinate resources, and work closely with the sales team to maximise service income and reduce direct costs.
Responsibilities
* Manage the service co‑ordinator on a day‑to‑day basis.
* Drive the growth and development of the aftermarket business.
* Contribute to achieving national goals as part of the Road Equipment team.
* Work in accordance with SMT GB standards of health, safety, quality and environmental care.
* Ensure compliance with all processes and dealer operating standards.
* Maintain customer relationships and understand their requirements.
* Resolve problems promptly, both internally and externally.
* Collaborate with the Road Equipment sales team and assist in the demonstration, commissioning and inspection of all products.
* Ensure machine service schedules are adhered to.
* Advise on performance issues requiring escalation such as absence, grievance or disciplinary matters.
* Ensure service vehicles are operated according to company procedures and remain clean, tidy and serviceable.
* Perform any other duties reasonably requested by the manager.
Qualifications
* Ability to organise day‑to‑day scheduling of breakdowns, engineers and parts requirements.
* Excellent communication skills (listening, verbal and written) and the ability to build professional relationships at all levels.
* Self‑motivated, proactive and with a strong sense of ownership and follow‑up.
* Capability to work independently, covering holiday and sickness absences.
* Strong customer focus with a solution‑oriented mindset and ability to deliver on commitments.
* Integrity, accountability and trust‑building.
* Ability to manage customer disputes and complaints effectively.
* Commitment to representing SMT GB’s values and vision (caring, sharing, daring).
* Experience with van stock checks and tooling support for engineers.
* Understanding of customer needs and the ability to work proactively as a team player.
* Knowledge of SMT Systems such as PROSIS and IDMS.
* Prepared to travel as required.
* Must hold a full driving licence.
* Ability to collaborate with SMT depots and head‑office support functions.
* Additional important requirements: (see as needed)
Benefits
Alongside a competitive salary we offer a host of fantastic benefits!
Taking Care of You
* Health Cash Plan – claim money back on prescriptions (including HRT), glasses, dentist appointments, physio and more. We cover your basic plan with the option to upgrade.
* Free Physio Access – speak to a physio by phone or video.
* 24/7 GP Service – private GP access anytime.
* Additional health and wellbeing support and benefits.
Life Outside of Work
* Enhanced sick pay – extra support when you’re unwell.
* Family leave – enhanced maternity, paternity and adoption leave.
* IVF support – paid time off for treatment and appointments.
* Retirement support – enjoy bonuses and phasedown days when it’s time to retire.
Financial Extras
* Pension – we match your contributions up to 5%.
* Car leasing – salary‑sacrifice schemes through Tusker or Octopus.
* Cycle to work – save on a new bike and accessories.
* Discounts platform – savings on groceries, holidays, shopping and more.
Feeling Part of the Team
You’ll also have access to a range of team‑focused benefits, including a refer‑a‑friend bonus, long‑service awards starting at three years, a paid volunteering day each year, Christmas shutdown as part of your holiday allowance, and plenty of opportunities to get involved through our Employee Council, Social Committee and Caring, Daring, Sharing awards.
Our Values
Our way of working is best described as Caring, Daring and Sharing. Caring because we are service‑minded and always go the extra mile for our customers and our people. Daring because we innovate constantly to improve. Sharing because we realise we do this together – with our clients, our skilled specialists, excellent manufacturers and reliable suppliers. These values create an engaging environment for passionate people who like to work here with purpose.
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