Job Description
Location: Soil Machine Dynamics, Davy Bank, Wallsend, Tyne and Wear, NE28 6UZ
Reporting to: Lead In-Service Support Manager
Responsible for the day-to-day delivery of the In-Service Support Framework for SMD’s systems. Manage a specific set of SMD clients and work in close collaboration with client KAMs to ensure service delivery standards are met or exceeded and to develop a world-class In-Service support offering.
About The Role
Manage In-Service customer requests using the SMD Case Management system from initial receipt until close out. Deliver the scope of Service Agreements or other In-Service Support frameworks for the client and manage service repairs. Escalate key issues, risks and concerns to the Lead In-Service Support Manager and Head of Support for resolution.
Assist the client in ensuring operations can continue safely and effectively, and ensure correct engagement with all SMD departments required to deliver world-class In-Service support.
May also contribute to delivery of simple, small-scale projects, including managing project budgets and schedules, client relationships and coordination across internal business functions. Involvement in service improvement initiatives and reporting on in-service performance to deliver long-term value to the client and the business.
Required Criteria
* Technical qualification in Engineering or equivalent knowledge and experience
* Strong understanding of subsea equipment and associated technologies
* Proven experience in a leadership role within a support or field service function
* Good knowledge of ERP stock control and purchasing systems
Desired Criteria
None specified.
What skills and qualifications do I need?
This role requires excellent organisational and prioritising skills and the ability to communicate well at all internal and external levels (both orally and in writing). A strong commercial and business awareness, customer-centred mindset with a focus on delivering exceptional service.
About The Company
The power behind subsea pioneers. We collaborate with future-thinking companies to draw knowledge, wealth and prosperity from underwater environments. Together, our teams invent and engineer the answers to the toughest challenges in the underwater industry and science. Allowing for safe and efficient operations, while harnessing the potential of the most challenging subsea locations.
Company Culture
Our people. We don’t refer to our own employees as staff or personnel. They are ‘Our people’. ‘Our engineers’. ‘Our team’. ‘Our talent.’ Without our talented people, we would never progress as a company. They embody our values, and they mean everything to us. Whether we are talking directly to them, or about them—the value, attitude and intelligence of our people should be clear.
Contract
Contract Type: Full-time
Salary: Based on experience
Closing Date: Thursday 26th March 2026
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