Service Manager

Location: Cramlington, UK (with national and occasional international travel)Type: Full-Time, Permanent (subject to 6-month probationary period)Working Hours: Monday to Friday, 09:00–17:00 (flexible working may apply)Salary: £38,000 + Annual Bonus + Comprehensive Benefits Package

A leading provider in the critical care sector is seeking an experienced and motivated Service Manager to oversee its field service operations. This role is integral to maintaining exceptional customer service standards while ensuring contracted and non-contracted maintenance is delivered within budget and in line with contract KPIs. The successful candidate will manage a dedicated team of Service Engineers and the Engineering Scheduler to drive operational excellence.

• Lead and manage the field service department to optimize customer satisfaction.
• Oversee Health & Safety compliance, including training, audits, and risk assessments for all service tasks.
• Analyze customer feedback and implement corrective actions to achieve quality service targets.
• Support sales teams by contributing to bids and securing connected services opportunities.
• Manage post-sale service contract mobilization and ensure seamless customer experiences.
• Monitor and report progress against KPIs with detailed weekly/monthly analysis.
• Ensure field service team members are trained and equipped for their roles.
• Serve as second-level out-of-hours escalation.
• Attend key contract and client progress meetings.
• Identify and implement productivity and performance improvements.
• Operate within departmental budgets and contribute to annual budget planning.
• Promote and enforce PPE use and ensure adequate provision for the field service team.

Essential:

• Strong customer service ethic and ability to exceed customer expectations.
• Technical proficiency and up-to-date knowledge of relevant health and safety regulations.
• Excellent communication, organization, and planning skills.
• Proven ability to manage, motivate, and lead a team.
• Self-motivated with the ability to work independently and under pressure.
• Negotiation skills and experience in customer service/operations management.
• Proficient in Microsoft Office applications.
• Full UK driving license.

Desirable:

• Knowledge of warden call and wireless nurse call systems.
• NEBOSH or CDM qualification (or working towards).
• Experience with Salesforce or similar CRM platforms.
• Understanding of ISO27001 standards.

• Competitive salary with KPI bonus scheme.
• Company car, laptop, and mobile phone.
• 25 days annual leave + bank holidays (option to purchase up to 3 additional days).
• Life Assurance: Lump sum of up to 3x annual salary
• Employee Assistance Programme: Mental health, wellbeing, and 24/7 GP services.
• Enhanced Maternity & Paternity Pay: 14 weeks full basic pay for maternity and 1 week full basic pay for paternity.
• Occupational Sick Pay: Up to 20 days at full pay, followed by 60 days at half pay.
• Bike-to-Work loan, hotel and car hire discounts, eyecare vouchers, and more.
• Opportunities for professional growth and online training.