Job Description
The role
We have an excellent opportunity to join a global engineering organisation as they look for an In‑Service Support Manager to join their team. In this role, you will report to the Lead In‑Service Support Manager and take responsibility for a defined group of clients, working in close partnership with their Key Account Managers to ensure service delivery standards are consistently met or exceeded. Your contribution will help shape a world‑class in‑service support offering and drive exceptional customer experience across the portfolio.
Job Responsibilities:
* Manage all in‑service customer requests through the organisation’s case management system, from initial receipt through to full resolution and close‑out.
* Oversee the delivery of agreed service scopes and in‑service support frameworks for your assigned clients, including the coordination and management of service repairs.
* Escalate significant issues, risks, or concerns to senior support leadership to ensure timely resolution and clear communication both internally and externally.
* Support clients in maintaining safe and effective operations, ensuring the right level of engagement with internal departments to deliver a high‑quality in‑service support experience.
* Contribute to the delivery of smaller projects where required, which may include managing budgets, schedules, client communication, and coordination across internal functions.
* Play an active role in driving service improvement initiatives and reporting on in‑service performance, with a focus on delivering long‑term value for both clients and the wider business.
Requirements:
* A technical background in engineering or equivalent industry experience, with a solid understanding of specialist equipment and related technologies used in complex operational environments.
* Proven experience in a leadership role within a support or field service function, preferably in the subsea equipment manufacturing industry
* Experience in budget management and cost control
* Strong organisational and prioritisation skills, with the ability to communicate clearly and confidently at all levels, both internally and externally, in writing and in person.
* A high level of commercial and business awareness, combined with a customer‑focused mindset and a commitment to delivering exceptional service.
* Self-motivated with an ability to take full ownership of tasks and work with a good level of autonomy.
* Willingness to travel as needed to support client operations.