Field Service Manager - Office Based
Location: Banbury, Oxfordshire
The Role
Our client is seeking an experienced Service Manager to lead their Service Operations Team. Reporting to the Managing Director, you will be responsible for the day-to-day management of their Field Engineering Team and office-based Service Coordinators. This is an excellent opportunity for someone who thrives on improving processes, developing people and driving operational efficiency.
Key Responsibilities
Leadership and People Management
* Line manage and develop a team of 16 field-based Service Engineers
* Oversee and support 4 Service Coordinators who handle customer communications, job booking and invoicing
* Conduct regular performance reviews, one-to-ones and team meetings
* Handle employee relations matters including absence management, disciplinaries and grievances
* Identify training needs and support professional development across the team
Operations and Process Improvement
* Review and streamline service processes to improve efficiency and customer satisfaction
* Monitor and manage engineer workloads, ensuring optimal scheduling and resource allocation
* Analyse service data and KPIs to identify trends and drive continuous improvement
* Ensure service level agreements are met for both direct customers and distribution partners
* Manage escalated technical and customer service issues
Quality and Compliance
* Maintain high standards of service quality and technical accuracy
* Ensure compliance with health and safety requirements for field operations
* Work with the team to maintain accurate records and documentation
About You
Essential
* Proven experience managing field-based or mobile engineering teams
* Strong people management skills with experience of performance management and employee relations
* Track record of process improvement and operational efficiency gains
* Excellent organisational and prioritisation skills
* Strong communication skills, both written and verbal
* Proficient with IT systems and comfortable working with service management software
Desirable
* Experience in the automotive industry
* Technical background in electronics, calibration or diagnostic equipment
* Experience working with distribution partner relationships
What Our Client Offers
* Salary: £38,000 - £42,000 per annum, depending on experience
* Annual leave: 25 days plus bank holidays
* Working hours: Monday to Thursday 08:30 - 17:00, Friday 08:30 - 16:30
* Office-based role in Banbury with a friendly, supportive team
* Opportunity to make a real impact on a growing business